Supervisor for Call Center
Teleperformance USA
Killeen, TX
08/01/16 - Current
- Tracked progress on projects and provided timely feedback to staff members.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Directed and supervised team of 15 employees in daily operations.
- Implemented cost-cutting measures without compromising quality of services offered.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Created new strategies for improving customer service standards within the organization.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Collaborated with other departments to coordinate workflow processes between teams.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Reviewed completed work to verify consistency, quality and conformance.
- Provided ongoing training to address staff needs.
- Established and enforced clear goals to keep employees working collaboratively.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Coached staff members to develop long-term career goals.
- Evaluated processes and employee strengths to realign workflows with changing business demands.