Contact Center Supervisor
Current• Meeting and exceeding key performance metrics (service level, average speed of answer and abandon rate) and team budget.• Enhance team and employee culture by supporting corporate and development/team employee engagement activities such as huddles, agent 1x1, team communication, promotions and recognition.• Ensure team performance meets or exceeds metric expectations. Ensure individual improvement by using all available resources including but not limited to coaching, side by sides, managing performance plans, and holding performance meetings.• Improve contact center processes by assisting/leading key initiatives, improving user guides, and effectively communicating to team.• Maintain strong compliance by meeting training and addressing audit issues.
