TeleTech

Halifax, NS, CAN

Title:
Location:
NS-Halifax General Summary:
Supervises daily activities of a group of associates providing mentoring, coaching and guidance and makes recommendations on areas needing improvement. Manages to operational protocol by keeping management apprised to real-time situations. Frequently takes escalated or complex calls from customers. Essential Duties & Responsibilities:
Maintains a management presence on the call center floor by walking the floor while in observance of associates. Coach, evaluate, develop, and assist associates regarding customer service skills and project related knowledge. Recommends measures to improve associates productivity, performance, and quality of working environment. Trains associates on new or revised information relating to the services, products, or processes of the project, as well as changes or additions to company policy. Carries out supervisory responsibilities which include the day to day management of employee relations issues in accordance with TeleTech's policies and any applicable federal and state laws. These responsibilities include interpreting and enforcing company policies and safety regulations with associates. Planning, assigning, and directing work; appraising performance; recognizing and rewarding successful performance; providing performance improvement discussions with associates based on non-compliance with policy or performance goals; resolving problems, including resolution of work grievances or escalation of unsettled grievances to the General Manager for action. Partners with the Quality department to ensure the achievement of company and client quality goals. Responsible for interviewing and making hiring decisions for associates. Works directly with the associate and the Operations Support Center to resolve issues relating to their attendance and payroll. Responsible for monitoring Leaveline and sick/late lines. Job Specifications:
- Associate's degree (A.A.) or equivalent from a two-year college or technical school or equivalent work experience, required. - Supervisory skills related to coaching, performance evaluation, performance management and employee relations -1 - 3 yrs - Analytical ability to interpret statistical reports - Experience managing a team of people - Proficient in working with Microsoft Word, PowerPoint, Excel, and null

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