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TeleTech @Home - Agent Supervisor
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Denver Business jobs > TeleTech @Home - Agent Supervisor
TeleTech @Home - Agent Supervisor
Company: Englewood (TTEC)
Location: Englewood
Posted on: March 24, 2007
Job Description:
TeleTech - one of the world's foremost providers of customer management solutions is seeking talented, high impact leaders to support one of its emerging business segments. These leaders will be engaged in launching and delivering a new program around customer care management using remote employees. These remote resources will work securely from their homes or other non-traditional settings, and will support some of best known companies in the world. With this solution and innovative approach, TeleTech will provide the highest levels of quality, flexibility, and specialization to its customers. Read on to learn more about the key roles available with this exciting and emerging Team at TeleTech.
POSITION SUMMARY:
Supervises and coordinates the activities of Customer Service ?At Home? Agents. Manage to operational protocol by keeping management apprised to real-time situations. Frequently take escalated or complex calls from customers.
DUTIES AND RESPONSIBILITIES:
- Maintains a management presence with ?At Home? agents. Assists with questions, takes advantage of on the spot coaching opportunities, and handles irate escalations as needed. Coach, evaluate, develop and assist ?At Home? Customer Service Agents regarding customer service skills and project related knowledge. Recommends measures to improve Customer Service Agents productivity, equipment performance, project productivity, and quality of working environment. Trains ?At Home? Customer Service Agents 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 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 ?At Home? Customer Service Agents. Planning, assigning, and directing work; appraising performance; rewarding and disciplining employee or client complaints and resolving problems, including resolution of work grievances or escalations of unsettled grievances to the project manager for action.
- Partner with Quality department to ensure the achievement of company and client quality goals. Works with the Quality Specialist and the Agent to evaluate the call and facilitate feedback.
- Acts as liaison between ?At Home? Customer Service Agents and Operations Support Center to resolve issues relating to their attendance tracking and payroll.
QUALIFICATIONS:
- Associates degree (A.A.) or equivalent from a two-year college or technical school or equivalent work experience
- 1-2 years supervisory skills
- Ability to interpret reports (Analytical skills)
- Proficient in working with Microsoft Word, PowerPoint, Excel and Outlook.
Applicant Category: Professional
Requisition Code: Work at home
Two Initials of Recruiter: bw
System Date: 03/29/2007
System Time: 11:35:49
Document Name(40): TeleTech @Home - Agent Supervisor
Source: DenverRecruiter.com
SearchTerms: "work at home" "work from home"
URL(80): http://www.denverrecruiter.com/job_display.php?alpha=337559&searchstring=work+at
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