Activations Supervisor: StarTek, Inc.

We have a fantastic career opportunity for an experienced Supervisor in our Alexandria , Louisiana location. The Supervisor duties will include Supervises teams, evaluates, directs, and motivates a group of employees handling customer inquiries and providing troubleshooting over the telephone to ensure quality and performance standards are met.

Essential Functions
1. Monitors by listening to calls in order to evaluate performance of employees and makes recommendations to improve call quality.

2. Provides feedback to employees on their performance metrics to encourage performance improvement.

3. Analyzes call statistics to ensure performance and quality standards are met.

4. Coaches employees in resolving day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally.

Trains new employees to ensure professionalism and performance and quality standards are met.

5. Responsible for motivating employees to meet performance and quality standards both individually and as a team.

6. Conducts team huddle meetings to ensure accurate and timely communication of client and campaign issues to and from the team.

7. Interfaces with other departments within the company to meet client needs.

Resolves worker grievances or submits unsettled grievance to the Human Resource Department for appropriate action.

8. Handles supervisor calls and oversees escalation queue.

9. Monitors call volume to ensure appropriate staffing levels are maintained to service clients.

10. Maintains transaction reports and attendance and time records.

11. Submits requests for staffing to Operations Manager for approval and submission to HR Recruiting.

12. Review and submit all required company and client reporting.

13. Demonstrate knowledge of and enforce company policies and procedures.

14. Conduct and deliver performance reviews for team members.

15. Conduct disciplinary interviews/counseling as appropriate.

16. Complete and file all necessary HR documentation.

17. Drive process improvement strategy.

18. Mentor CCRs.

19. Analyze business and client statistics and make recommendations based on the information.

20. Applies knowledge of the job and company policies and principles to complete a wide range of tasks.

Education Or Formal Training:

Requires High School Diploma or GED

Experience
Minimum of one (1) to three (3) years related experience or equivalent combination of education and related experience