On-Site 3rd Shift Supervisor - Sarasota, United States - Hidden Eyes LLC dba Envera Systems

Description

This position is responsible for managing and optimizing the performance of Customer Care agents to meet all quality and service level agreements requirements determined by the business.

Manages a team of 10 20 Agents. Acting on-site manager for all escalations and decision making on floor periodically during a shift a week.

• Must be able to work 3rd Shift (10pm - 7am window)

Responsibilities:

Management:
Manage the incoming transaction and system queues to ensure the department is performing within set Service Level Agreements

Manage the agents to ensure at least the required minimum number of agents are actively processing per interval

Manage the performance of all agents on team, including, mentoring, coaching, and conducting annual performance evaluations.

Ensure the completion of quality reviews on the gate checks and quality control log

Complete transaction quality reviews on assigned agents

Verify team members payroll entries

Primary point of contact for customer escalations

Ensure all agents are working as scheduled

Ensure the completion of the daily process of call-ins and recruit replacement guards

Maintain clean work environment

Adhere to all company policies and procedures

Any other responsibilities assigned by management


Administration:
Maintain productivity reports ( service levels as well as productivity)

Ensure the completion of all incident reports