Contact Center Supervisor

Responsibilities:

• Responsible for coordinating: orientation, training, assignment, coaching, counseling, and disciplining workforce
• Responsible for administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
• Planning and reviewing compensation actions; enforcing policies and procedures
• Monitor and measure performance across channels, operations, processes, and systems
• Proactively collaborate with brands and internal stakeholders
• Ensures team is aligned with the company's Operational Master Plan (OMP)
• Responsible in ensuring that all agreed SLAs and KPIs are met
• Ensures critical roles and activities have backups
• Drives continuous improvement