Supervisor

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

 Tracks and documents employee time (punctuality, attendance, ACD minutes, and uptraining)
 Reviews agent performance results daily to ensure all goals are met or exceeded 
 Analyzes and trends agent KPI/Sales performance 
 Identifies performance gaps and prepare action plans for effective coaching and 
performance improvement during one-on-one feedback
 Monitors and assesses employee calls to drive performance improvement plans
 Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT 
expectations
 Be hands-on and demonstrates a desire to help Global Agents by building effective 
working relationships, driving individual responsibility, and accountability, and 
contributing to the site’s successful performance
 Teaches and improves up-selling and technical skills (i.e. improved call handling, 
navigation and Product information research etc)
 Reviews and distributes procedure changes/updates in a timely manner. Ensures agents
understand changes and are aligned with organizational/site goals
 Plans and conducts team meetings to share information, calibrate knowledge and 
performance, and motivate agents to learn and excel
 Attends assigned Leadership Calibrations 
 Assists and tracks agent password resets
 Assists, tracks, and coordinates issues with supporting departments, such as IT 
(computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, 
attendance tracking, etc.)
 Administers HR and Department policies as instructed
 Conducts annual reviews/PACS/E-valuation
 Presents his/her team’s performance in a business review format either weekly or monthly
 Supports and enforces
o Code of Conduct
o Compliance Requirements and Procedures 
o Dress Code
o English Only Policy
o Attitude/Behavior
o Integrity
o Call Handling
 Drives teamwork and team performanc

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!