Supervisor
Sherbim ndaj Klientit1 javë më parëFull Time
Description
Teleperformance Albania, part of the world’s largest customer-management corporation and a global leader operating in 88 countries, has offices in Tirana and Durazzo. The company is seeking dynamic, motivated young people for its Tirana office.
Supervisor
Role Overview
- Take direct responsibility for the development of Agents.
- Regularly assess team and Agent performance and quality indicators throughout the shift, ensuring all operational targets are achieved.
- In a collaborative and engaging virtual setting, the At Home Supervisor oversees operational delivery and manages client relationships as relevant to the role. The central aim is to meet quality and efficiency objectives by fostering an engaging remote environment and applying Teleperformance standards, including TOPS & BEST.
- Lead a home-based team, helping its members achieve and surpass performance, client-satisfaction, and other relevant operational indicators through guidance, support, and training.
Responsibilities
Main Responsibilities and Accountabilities
- Dedicate 80% of working time to monitoring and coaching.
- Apply every TOPS step to manage the team and daily shift, with 80% of the shift focused on team management.
- Assist, encourage, assess, develop, and coach Agents so they consistently reach and exceed individual and team objectives.
- Routinely monitor contacts handled by the team and offer suitable feedback, coaching, and training to ensure Agents fulfil minimum client requirements.
- Maintain and provide the required service levels proactively while increasing team productivity to meet the intended financial objectives.
- Give immediate support to Agents encountering difficulties during calls, and address escalated inquiries from angry or dissatisfied customers promptly and professionally when needed.
- Collaborate with a “Point of Contact” to identify problems and create action plans for assigned KPI.
- Ensure compliance with all Teleperformance policies and procedures, including Security, HR, and Operations requirements. Report any known breaches of corporate policies or procedures to Teleperformance Management without delay.
- Coordinate with other departments, including WFM, QA, and Payroll/HR.
Qualifications
- Education and specialised training.
- High School diploma or an equivalent qualification.
- Professional experience.
- At least 6 months of tenure as an agent, or previous experience as a SV.
Required Competencies
- Fluent Italian language skills.