Welcome!

This community is for professionals and enthusiasts of our products and services. Share and discuss the best content and new marketing ideas, build your professional profile and become a better marketer together.

0

Master Copy: Supervisor Job Responsibilities

By
Carla Reed
on 3/4/19, 2:35 PM 42 views

Supervisor Job Responsibilities 

The first tier in T2 escalations & questions

Direct supervisor to 12-15 reps

Oversee daily productivity for all staff members during a shift (Supe on Duty)

Monitor employee productivity and provide constructive feedback

Receive complaints and resolve problems

Maintain timekeeping and personnel records

Manage time off requests and schedule changes (Deputy) (Process)

Manage performance & attendance issues

Managing attendance tracker for direct reports (Attendance Tracker)

Pass on information from upper management to employees and vice versa

Prepare and submit performance reports

Source, hire and train new employees (Sourcing Doc)

Monitor quality scores and provide feedback

Run successful weekly L10s (Outline Doc)

Identify process failures and suggest improvements

Create and implement new processes and best practices

Coach, mentor and train reps to achieve personal goals

Conduct weekly 1 on  1 sessions with direct reports (1 on 1 Outline)

Performing Quarterly reviews with all direct reports (Quarterly Conversations)

Keep meticulous records of performance metrics (Master Copy - KPIs)

Create personal & team rocks

Monitor rep rock status

Attend and participate in dept meetings

Manage personal to-dos from all dept meetings

Review 3 tickets for each team member daily

Assist with call queue & ticket backlog during high volume

Maintain calendar to show all tasks & meetings

Audit training wheel tickets (How to Doc)



Other Docs:

Master Copy - Logins



Supervisor Logins:


Switchvox: URL

Username: cusadmin

Password: !530Custer


Keep Informed

About This Forum

This community is for professionals and enthusiasts of our products and services. Share and discuss the best content and new marketing ideas, build your professional profile and become a better marketer together. Read Guidelines

Question tools

1 follower(s)

Stats

Asked: 3/4/19, 2:35 PM
Seen: 42 times
Last updated: 3/4/19, 2:35 PM