Internal Promotion - Supervisor

Position Overview

We are looking for a dynamic

Supervisor

to lead, inspire, and develop our frontline team. In this role, you will focus on real-time performance management, floor coaching, and employee engagement to ensure our team consistently hits its KPIs and delivers world-class service.

Key Responsibilities
Lead and Mentor:

Supervise a team of agents, conducting regular 1-on-1 coaching, team huddles, and performance reviews to drive growth.
Boost Engagement:

Foster a positive team culture to support employee morale, motivation, and retention initiatives.
Monitor Metrics:

Track real-time and daily performance metrics, including KPIs, SLAs, and QA scores, to ensure targets are met.
Manage Performance Gaps:

Identify performance trends and implement constructive coaching or corrective action plans when needed.
Real-Time Floor Management:

Monitor queue activity and partner with Workforce Management (WFM) to optimize staffing and coverage.
Enforce Adherence:

Ensure team compliance with schedule adherence, attendance policies, and daily break schedules.
Support Onboarding:

Assist with the training, nesting, and smooth transition of new hires into the production environment.
Uphold Quality Standards:

Review customer interactions, participate in QA calibrations, and handle escalated customer issues when necessary.
Report & Communicate:

Deliver daily performance reports to Operations Managers and clearly communicate operational updates to the team.
Requirements & Internal Eligibility

Minimum of 1 year in your current role within the company.
Clean disciplinary record and consistently meeting or exceeding current KPIs.
Strong understanding of call center metrics, excellent communication skills, and demonstrated leadership potential.

Please ensure you have notified your current Supervisor or Manager before applying.