Team Supervisor

Overview

The Team Supervisors role is one of the most critical roles to our business. Team Supervisors need to be able to affect the entirety of the team's operations by being engaged and tuned into the team that they support. They should be able to effectively build a culture that promotes Success and unity. The supervisor is responsible for "on-the-floor" activities and must be available to assist agents while they are "on-the-floor." You will be responsible for monitoring, identifying, and resolving performance, behavior, and attendance issues using prescribed performance management techniques. Continually monitor agents and coach them to improve daily/weekly/monthly metrics. Team Supervisors make the biggest impact on our Agents and our business.

Responsibilities

MY IMPACT ON THE BUSINESS:

Team Supervisors have a huge impact on the day-to-day operations of the business, the three main areas being financial, client satisfaction, and employee development.

• Financial

• Team Supervisors control much of the financial performance for ibex through managing Agent attrition, client performance and efficiencies

• Client satisfaction

• Team Supervisors direct Agents to focus on what is important to the client and thus produces results that meet what is valuable to the client and their customers.

• Employee development

• Team Supervisors develop our first level of succession planning identifying and developing our mentors, QA coaches and potential future Team Supervisors. The time they invest in their employees is critical to the success of the business

HOW MY TIME IS SPENT AS A TEAM SUPERVISOR:

• Team huddle - ensure KPI information and updates from client are provided

• Handle attendance, immediate coaching actions, and daily reports

• Walk the floor/PCl/overal awareness of your team

• Coach low performers and create an action plan

• Provide data to leadership and to Agents to ensure metrics are broken down and action plan is clearly provided, KPI Audits

• Payroll Updates (Quartz)

Qualifications

• Identifying behaviors that impact performance

• Implementation of development strategies

• Establishing an inclusive and supportive team environment

• Strategize ways to consistently meet and exceed performance goals

• Distinguishing coaching techniques that differentiate between individual and team needs

• Demonstrating an approachable demeanor and keeping an overall positive attitude

• Presenting information in a simple yet effective manner

• Having pertinent industry knowledge or SME