Oversee the operations of all teams within the Contact Centre during assigned shifts, ensuring high-quality performance, operational efficiency, and a seamless workflow across all functions.
Responsibilities
Conduct analysis of yesterday’s performance
Highlight high & low performers of each Supervisor reporting to them
Make sure white boards are updated and announce high rollers of the day & Maintain energy on the floor
Conduct sessions with agents that known good performers but are not performing & with agents that have been coached by Sups but are not improving
Send swap/leave/coverage requests to manager operations for approval
Prepare lists of focus areas on which sups will conduct sessions after closely going through cancellations / feedbacks
Listen to calls with Sups to see if supervisors are able to identify areas where agent needs coaching thus helping Sups to improve.
Report shift activity to managers
Co-ordinate with WFM/Tech and relevant teams in the time of system issues/outages and work to resolve the issue
Co-ordinate with HR, Tech and relevant teams to ensure agent’s IDs are created, mapped and synchronized at BPO portal.
Share Cancellation/Install Rate/Close rate reports with agents
Address concerns of agents relating to matters of adherence, attendance, performance and issues with other departments – CT, Admin, HR, and Finance.
Perform tasks assigned by Manager operations and Work as secondary POC if manager is not available
Co-ordinate with verification team to ensure best practices are being implemented in the calls. He may suggest changes in process of cancellation to manager operations.
Setting and meeting performance targets for speed, efficiency, sales and quality;
Monitoring random calls to improve quality, minimize errors and track operative performance.