Supervisor

Supervisor/ Team Lead - 8-12 months Supervisory/Mgmt. experience - 1 year BPO experience - Min 5 CXC/GCE/CSEC

The Supervisor is responsible for managing 15-20 Customer Service Associates, reviewing, and analyzing performance data, conducting root cause analysis for performance gaps, create improvement plans to address and correct and improve performance gaps. Supervisors will also be an integral part in the growth and development of the Customer Service Associates by enrolling and coaching them towards their career growth.

About Us

Humach is a fast-growing company based in the United States and is an industry pioneer in the contact center and digital Associate /AI industry, focusing on customer Service, Sales, and other Support. For over 34 years, the leadership at Humach has continued to revolutionize the CX industry into where we are today. We combine the best of human and digital Associates for the benefit of the end customer.

Humans + Machines
That's Humach

Essential Duties & Responsibilities

• Tracks, Analyses, and Communicates employees KPI performance (AHT, Shrinkage, Productivity)
• Reviews Associate performance results daily to ensure all goals are met or exceeded.
• Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback.
• Monitors and assesses employee calls to identify areas for Kudos and Coaching.
• Ensures Associate calls are aligned with Quality Assurance objectives and targets, and CSAT expectations.
• Be hands-on and demonstrates a desire to help the Associates by building effective working relationships, driving individual responsibility, and accountability, and contributing to the program’s successful performance.
• Teaches and improves up-selling and skills (i.e., improved call handling, navigation, and Product information research)
• Reviews and distributes procedure changes/updates in a timely manner. Ensures Associates understand changes and are aligned with organizational/site goals.
• Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate Associates to learn and excel.
• Review Sales made for compliance.
• Attends assigned Leadership Calibrations
• Assists and tracks Associate 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.
• Presents his/her team’s performance in a business review format either weekly or monthly.
• Supports and enforces.
  • Code of Conduct
  • Compliance Requirements and Procedures
  • Dress Code
  • English Only Policy
  • Attitude/Behaviour
  • Integrity
  • Call Handling
  • Drives teamwork and team performance.
  • Creates, implements, and supports center initiatives.
  • Orients newly assigned members and establishes team mentor.
  • Performs other assigned/related duties within the center as directed.

Qualifications/Requirements

• Can work a flexible shift.
• Capability to effectively problem solve.
• Professional and effective communication
• Operate with a high sense of integrity and accountability.
• Knowledge of MS Word, Excel, Outlook, and Internet required.
• Minimum of Five (5) CXC/GCE subjects, including English Language or HEART Level-II Certificate in Customer Service 

• At least 8-12 months Customer Service experience and at least 6 months BPO/Call Center experience.
• Excellent verbal and written communication skills

Physical Demands & Work Environment

• Position is active.
• Use of a computer, keyboard, and mouse is required.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.