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Supervisor Bulgarian Greece job in Αθήνα at Headhunt International

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Supervisor Bulgarian Greece at Headhunt International

Supervisor Bulgarian Greece

Headhunt International Athens Full Time
Required languages: Bulgarian / English
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Key Responsibilities
Assist associates with Customers' enquiries by offering guidance and solutions
Handle transactions when there are staff shortages or an overwhelming abundance of transactions and demonstrate best practices to Agents
Monitor transactions according to sampling plan and re-monitor all evaluations with status Fail
Coach associates according to Performance results
Gather feedback from the Agents in regard to new/emerging issues and proceed to the necessary escalation to the Client
Meet with Agents on a monthly basis to evaluate the monthly results and discuss future objectives
Meet with ACM/CCM on a daily basis to plan, strategize, and review department's performance
Motivate and influence the team through leading by example, developing confidence with each team member
Ensure that all Agents are familiar with Company's Policies and Procedures
Manage the team adherence to schedule
Participate in Internal and External calibration sessions
Communicate and be a focal point of dissemination of information from management to team and vice versa
Suggest and inform the Management team on any matters related to improving revenue generation & customer satisfaction in regard to call handling and call center processes
Attend the ELP session delivered by the ACM
Evaluate Agents and follows structured action plans for Agents development
Participate in DMAIC meetings
Follow and apply Regulations regarding Personal and Performance Data Confidentiality and Security
Attend recurrent trainings published by the Client/Company on a regular basis
Be positive and proactive and have a desire for applying continuous improvement processes
Other duties as assigned

Coach a team while monitor transactions' volume and work flow, manage customer satisfaction and identify process improvement activities to maintain Service levels ensuring that Customers' needs are addressed accurately and professionally.

Recommended Skills

  • Business Process Improvement
  • Calibration
  • Call Centers
  • Coaching And Mentoring
  • Confidentiality
  • Customer Satisfaction
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Job ID: 70629