Supervisor

**I. JOB SUMMARY**:
The Supervisor is responsible for managing, motivating, and coordinating the account's activities to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.
**II. DUTIES AND RESPONSIBILITIES**
Provides direction and guidance to guarantee the consistent achievement of key performance metrics Achieves, measures, reports, and communicates metric goal attainment for assigned team.
Ensures accurate and timely communication of client and campaign issues to the Operations Manager
Consistently achieves goals for Quality, AHT, CSAT, VOC, NPS, and call monitoring per week for assigned team.
Coaches, mentors, and develops agent team for skills expansion and promotional opportunities.
Monitors, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Maintains current employee records on direct reports.
Provides Subject Matter Expertise
E...