Supervisor, Operations

Responsibilities

• Review agent performance results daily to ensure all goals are met or exceeded.
• Analyze and trend agent KPI/Sales performance.
• Identify performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback.
• Monitor and assess employee calls to drive performance improvement plans.
• Teach and improve up-selling and technical skills (e.g., improved call handling, navigation, and product information research).
• Ensure agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations.
• Track and document employee time (punctuality, attendance, ACD minutes, and up‑training).
• Be hands‑on and demonstrate a desire to help Account Associates by building effective working relationships, driving individual responsibility and accountability, and contributing to the site's successful performance.
• Review and di...