Supervisor Quality

Responsibilities - Supervisor RelatedEnsuring agents understand and comply with all call center objectives, performance standards, and policies.Answering agent questions regarding best practices or difficult calls.Identifying operational issues and suggesting possible improvements.Monitoring and evaluating agent performance, providing learning or coaching opportunities.Preparing reports and analyzing data to assist management as they determine call center goals.Working with other supervisors and management team members to support agents and maximize customer satisfaction.Set goals for performance and deadlines in ways that comply with the company's plans and vision and communicate them to subordinatesOrganize workflow and ensure that employees understand their duties or delegated tasksPass on information from upper management to employees and vice versaPrepare and submit performance reportsEnsure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arisesProvide weekly and monthly team meetings