Position: Accounts Supervisor
Reporting to: Service
Delivery Manager
Position Summary: The
Account Supervisor is responsible of evaluating, monitoring and developing
overall Team Leaders’ and Agents’ performance and ensuring the efficient
day-to-day running of account operations.
Duties and Responsibilities:
- Plan, monitor and evaluate 4-6 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.
- Ensure that escalations are resolved properly
and quickly.
- Participate in the development and
implementation of Operational processes and procedures.
- Report, analyze and resolve system, client and
operational issues that impact service delivery.
- Carry out monthly audits on agents performance
files
- Assist in execution of directives on areas of
development while working closely with the Operations Manager and Business
Leader- Quality Assurance & WFM.
- Provide regular feedback to the Operations,
WFM & Quality assurance departments on areas that can improve
productivity, quality and customer experience.
- Keep abreast on all new products and services
and ensure that agents are properly briefed and/or trained to handle
questions about any of them.
- Participate in the Interviewing and hiring of
prospective Team Leaders.
- Assist in administering team attendance
records, vacation planning, staffing schedules and forecasts.
- Attend weekly HCC Operations meetings and
participate in Weekly client performance review sessions.
- Compile and prepare weekly and monthly agents
stack ranking & 4-Blocker reports in a timely manner and in accordance
with approved reporting standards.
Education and experience:
- Bachelors’ degree or Diploma from a recognised
Institution
- Past experience in a Call center
- Fluent in the English Language with neutral
and clear accent
- Good knowledge of Kiswahili (where applicable)
- Proficient in MS Office Suite – MS Word, MS
PowerPoint, MS Excel, MS Outlook and Internet Explorer.
- Good understanding of Performance Management
- Supervisory experience in leading teams
- Excellent presentation skills
All interested and qualified
candidates should send their CVs to hroperations.recruitment@gmail.com clearly
indicating the Position on the subject line by 13th Nov 2015.