Thumbs-Up                POSITION DESCRIPTION       

Telemarketing Inc.

                       

                        FLSA:                        Exempt

                        Last Update:                        03/05

 

Position Title:                        Supervisor

Job Code:     

Reports To:                        Vice President - Operations

Direct Reports:                        Assistant Supervisor, Representatives

Indirect Reports:

 

Overall Purpose and Main Objectives:

 

Enable team members to ensure consistent quality sales and service to customer calls.  Continuously coach the team to ensure the individual, team performance and overall operational goals are achieved.  Ensure consistency and quality of the calls. 

 

Essential Duties and Responsibilities:

 

People Development 60%*

 

Ensure individuals and the team meet or exceed performance goals

·         Manage maximum of 20 Representatives (1:20) and up to 4 Assistant Supervisors (1:4)

·         Review reports and provide coaching as appropriate for individual and team productivity statistics

·         Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/or issues

·         Assume accountability for ensuring individuals and team(s) meet their performance metric goals

·         Use a balanced scorecard to manage the team’s performance

·         Provide regular performance reports (e.g., status) to the Vice President of Operations

·         Monitor calls to assure they are handled/resolved to the level established by the company and clients

·         Identify and assist with specific training needs of each representative

·         Handle inbound/outbound calls to maintain familiarity of team(s) daily job functions (e.g. product knowledge, application usage, call control etc.)

 

Provide formal and informal performance feedback to individuals and the team

·         Conduct observations and silent monitoring to coach and prepare the call handling representative for the “official call observation sample” measured by the quality team

·         Provide coaching (via informal feedback) to TSRs based on quality results and performance metrics and develop improvement plans when needed

·         Provide corrective feedback to manage employees who need improvement

·         Maintain high morale by inspiring representatives through reward and recognition programs

 

*Time allocation may vary based on attrition and shifts (e.g., evenings and weekend typically have a higher new hire rate, which may allocate more of their time to mentoring  and coaching associates)

(cont.)

 

Effectively provide direction for the team

·         Negotiate solutions and resolve conflicts    

·         Remove roadblocks the team encounters

·         Meet with team on a regularly established basis and share responsibility for surfacing opportunities/issues

 

Collaborate with Management and HR

·         Recruit, interview and extend offers to qualified candidates

·         Conduct performance appraisals and reviews (e.g. monthly, mid-year and annual) for all direct reports

·         Evaluate the effectiveness of direct reports and develop improvement action plans to improve performance (i.e. attendance, occupancy)

·         Document and build case for disciplinary action plans and/or termination of employees

 

Guide employees’ development through skill pathing/career progression

·         Collaborate with QA team to ensure employees receive appropriate coaching and demonstrate improvement

·         Identify skill development needs (e.g., training, challenging projects) associated with skill path/career progression opportunities

·         Collaborate with the Command Center to ensure individuals and team adhere to the schedule

·         Collaborate with the QA Team to develop improvement plans for their respective area of responsibility based on quality analysis from the following sources: customer surveys, telephone reports, incident reports, quality results

·         Coach employees in the development of their career progression

·         Collaborate with management & HR to recruit, develop and manage a high caliber team with minimal turnover

·         Identify high potential staff for succession planning

 

Operations Management 25%

 

Enable service center to meet performance objectives and provide excellent customer service and sales

·         Share responsibility with other supervisors on the floor (i.e. while one Supervisor is observing calls, another Supervisor is on deck walking the floor)

·         Serve as first point of escalation for procedural and technical issues; and coach staff regarding how to effectively resolve the issue(s)

·         Support and maintain acceptable service and sales levels

·         Resolve rare and/or sensitive calls requiring a higher level of knowledge

 

Participate in the Command Center Rotation

·         Responsible for intra-day management of the operations to ensure proper levels of resources are available to achieve performance objectives

o        Monitor Intra-Day Operations

o        Conduct Intra-Day Adjustments

o        Present Analysis & Feedback

 

Align with key business partners to serve the customer(s)

·         Coordinate the resolution of unusual problems in conjunction with Vice President of Operations, Client Account Managers, and third-party personnel (clients)

 

Administration 10%

 

Perform administrative duties

·         Respond to email and voicemail inquiries

(cont.)

 

Special Projects 5%

 

Participate in strategic initiatives to enhance current and future operations

·         Ensure individuals and team(s) support and adhere to all improvement initiatives

·         Provide Subject Matter Expertise

 

Participate in projects to enhance and improve

·         Efficiency, effectiveness, customer relationship management and people in the Contact Center

·         New or existing contact center applications and technologies

·         Current/future training curriculum and delivery

·         Compliance to quality standards and operational policies/procedures

 

Disaster Recovery

·         Handle inbound calls efficiently and effectively under critical situations as part of the contingency plan

 

Required Knowledge and Experience:

 

Fully Qualified:

 

Pre-requisite Skills

·         HS diploma

·         Experience in team interactions and improvement methods/projects (e.g., coaching, quality, productivity)

·         Experience managing personnel

·         Demonstrated leadership skills

·         Demonstrated facilitation skills

·         Project management experience

·         Sales and customer service experience (e.g., simple or complex) desired, but not required

·         Working understanding of contact center operations 

·         Understand Thumbs-Up systems and offerings a plus

·         Strong PC skills (e.g., Word, Excel)

·         Proven ability to provide superior customer service and/or sales

·         Knowledge of Human Resource policies and procedures desired, but not required

·         Skills required may be acquired from formal education, specialized systems training, and/or related work experience

·         Internal candidates must be meeting or exceeding project/campaign goals

·         Internal candidates must not be under any disciplinary probations or associated performance improvement plans

 

Critical Success Factors·       

·         Strong interpersonal skills at both an individual and team level      

·         Written and verbal communication skills

·         Able to adapt to change while maintaining a positive attitude

·         Exemplary coaching/motivational skills at both an individual and team level      

·         Business focus, which demonstrates an understanding of the company’s and client’s vision, mission and strategy

·         Values diversity by fostering and showing appreciation for each individual regardless of his/her gender, race, age; and promotes diversity within the team/organization

·         Establishes and maintains positive customer relations with internal and external customers

·         Strong problem solving and decision making skills

·         Employee may need to work through a complete annual cycle in the job before becoming competent in the position

 

Physical Requirements:

 

Must be able to regularly handle problem calls and high stress situations.  Shifts will be subject to some variation to accommodate irregular call volumes.  Some weekend work will be required.  On call for after hour problems as needed.

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel so classified.