Supervisor

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and uptraining)
• Reviews agent performance results daily to ensure all goals are met or exceeded
• Analyzes and trends agent KPI/Sales performance
• Identifies performance gaps and prepare action plans for effective coaching and

performance improvement during one-on-one feedback

• Monitors and assesses employee calls to drive performance improvement plans
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT

expectations

• Be hands-on and demonstrates a desire to help Global Agents by building effective

working relationships, driving individual responsibility, and accountability, and
contributing to the site's successful performance

• Teaches and improves up-selling and technical skills (i.e. improved call handling,

navigation and Product information research etc)

• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents

understand changes and are aligned with organizational/site goals

• Plans and conducts team meetings to share information, calibrate knowledge and

performance, and motivate agents to learn and excel

• Attends assigned Leadership Calibrations
• Assists and tracks agent password resets
• Assists, tracks, and coordinates issues with supporting departments, such as IT

(computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime,
attendance tracking, etc.)

• Administers HR and Department policies as instructed
• Conducts annual reviews/PACS/E-valuation
• Presents his/her team's performance in a business review format either weekly or monthly
• Supports and enforces

o Code of Conduct
o Compliance Requirements and Procedures
o Dress Code
o English Only Policy
o Attitude/Behavior
o Integrity
o Call Handling

• Drives teamwork and team performanc

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!