Position: Account Supervisor
Reporting to:Service
delivery Manager
Supervises: Team Leaders
Position Summary: The
Account supervisor is responsible of evaluating, monitoring and developing
overall Team Leader’s and Agents’ performance and ensuring the efficient
day-to-day running of account operations.
Duties and Responsibilities:
- Plan, monitor
and evaluate the teams’ daily performance and where applicable, take corrective
action to ensuring the teams meet daily key contact center performance
goals for customer satisfaction, quality, productivity and key performance
metrics.
- Review
productivity and attendance reports, and coach Team Leaders to improve
performance.
- Conduct formal
Team Leader weekly performance reviews, including performance development
plan and assist agents with career development.
- Monitor real
time account performance to ensure Service Level and other KPIs are met.
- Ensure that HCC
client’s questions and problems are resolved properly and quickly and
address client requirements that require escalate appropriately.
- Manage all
client communication and requests in the absence of the Service Delivery
Manager.
- Participate in
the development and implementation of Operational processes and
procedures.
- Analyze, Report
and resolve system, client and operational issues that impact service
delivery.
- Improve Quality
results by recommending changes.
- Carry out
weekly inspections of the following:
1. Agent Folders
2. WPR Sessions
3. Agent Coaching Sessions
4. One on one coaching and WPR sessions
2. WPR Sessions
3. Agent Coaching Sessions
4. One on one coaching and WPR sessions
- Help in
execution of directives on areas of development while working closely with
the Service Delivery Manager, Quality and Training Manager & WFM.
- Maintain open
lines of communication with agents, peers, trainers, Business Leaders,
HODs & Quality Analysts.
- Compile and
prepare daily, weekly and monthly agents stack ranking & 4-Blocker
reports as well as account reports in a timely manner and in accordance
with approved reporting standards.
- Provide regular
feedback to the Operations, WFM & Quality assurance departments on
areas that can improve productivity, quality and customer experience.
- Keep informed
of all new products and services and ensure that agents are properly
trained to handle questions about any of them.
- Participate in
the Interviewing and hiring of prospective Team Leaders and other
Operations staff.
- Assist in
administering team attendance records, vacation planning, staffing
schedules and forecasts.
- Attend daily
HCC Operations meetings and participate in Weekly client performance
review sessions.
- Manage Team
Leader Schedules in liaison with WFM
- Cover floor
operations in the absence of the Team Leader
Education and Experience:
- Tertiary
education with Bachelor’s degree or college diploma
- Must have
previous experience in a call experience
- Fluent in the
English Language (neutral and clear accent)
- Good knowledge
of Kiswahili (where applicable)
- Refer to career
progression chart for experience
- Proficient in
MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and
Internet Explorer.
- Good
understanding of Performance Management Programme
- Should have at
least six Months experience
Key competencies and attributes:
- Demonstrated
exceptional Customer Service Skills
- Strive to
provide all customers with an outstanding customer experience.
- Comprehensive
knowledge of service line Key Performance Indicators.
- Attention to
detail, good numerical skills and exceptional listening skills.
- Excellent
reporting and presentation Skills
- Excellent
Coaching and leadership Skills
- Ability to
maintain confidentiality of information
- Excellent
interpersonal and communication skills
- Excellent
organizational skills
- Ability to work
in a strict deadline driven environment
- Maintains
healthy team dynamics through well developed conflict management skills
- Recognises and
acknowledges team and individual performance
Interested and qualified
candidates to send in their resumes to hroperations.recruitment@gmail.com
clearly indicating the position on the subject line.
All applications should reach
us by 12th December 2016