Outros Supervisores De Pessoal Administrativo.

Manage a team of 8 to 10 support agents
Train, mentor, and guide your team to strengthen quality and efficiency metrics:
*Provide regular and actionable feedback for continuous improvement and development
*Conduct regular 1:1 and coaching sessions with your direct reports
*Partner with QA team and perform regular Quality Assessments
*Partner with Training team and deliver regular refreshers on product/process updates, and help with new hire training as needed
*Partner with People team throughout the recruiting process, to screen, interview and on-board new agents, along with any performance management or personnel issues that may arise
Ensure Customer Satisfaction: provide best in class service and ensure everyone in your team has a customer-first mentality, focused on delivering meaningful outcomes for our customers and our company
Support daily operations through operational oversight and analysis, assuring all requests are processed within agreed SLA/KPI
Drive performance improvement plans for your team and overcome issues through coaching and practical solutions
Handle escalations of more difficult support interactions
Partner with workforce management regarding scheduling, attendance, and general administration tasks
Contribute to and help drive continuous process improvement to deliver a consistent first-class experience