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Team Leader/Account Supervisor Outbound

Team Leader/Account Supervisor Outbound

Date Posted: 2011-10-24

Call Center Company: Rainmaker Asia

Description:
Rainmaker Asia is looking for individuals who are qualified for the position of Team Leader/Account Supervisor Outbound. Successfuly applicants for Team Leader/Account Supervisor Outbound will have a great career in Rainmaker Asia.

Responsibilities:
The Account Supervisor oversees a pre-determined number of Customer Service Representatives (CSR’s) assigned to a particular account. Her main responsibility is to supervise, monitor, coach, motivate and interact with each CSR to ensure compliance with the service and quality standards required of each account especially in areas such as call accuracy, call handling, data encoding accuracy and call management. He/she is tasked to drive the team to achieve Operation’s goals for service performance and quality.
Responsible for operations performance (service levels, sales, absenteeism, tardiness, etc), productivity and quality for assigned account(s) during shift. Ensure account(s) meet or exceed agreed standards and targets during shift.
Be actively involved in setting monthly performance-based incentive targets for account(s).
Tracking of daily ABSTARD
Manage a group of CSR’s and AAS’s if relevant and their respective work schedules. Ensure work schedules are correctly encoded into time keeping system in a timely manner. Follow up on discrepancies in CSR and AAS’s payroll.
Conduct daily pre-call or post-call meetings with CSR’s and AAS’s. Handover outstanding action items and issues of importance to next shift Account Supervisor if relevant.
Coach and develop CSR’s and AAS’s. Recommend CSR and AAS’s training as appropriate. Personally attend all account training. Provide regular verbal feedback on performance and conduct formal written appraisals twice a year. Be available to listen to CSR and AAS’s professional and personal concerns.
Be involved in the hiring and firing process of CSR’s and AAS’s and recommend promotions and salary increases as required.
Be a positive role model by demonstrating an enthusiastic “can-do” attitude and by creating an atmosphere of discipline, professionalism and fun!
Ensure all company rules and guidelines are followed by assigned account(s) during shift. Complete disciplinary action forms as required for CSR’s and AAS’s.
In the absence of a Quality Development Specialist (QDS) , Account Supervisor is responsible for the certification of the agents.
Communicate important issues to co-workers and superiors in a timely manner and ensure subordinates are regularly updated on company news and announcements.
Communicate with customers as required. Attend customer operational reviews as requested. Complete Customer Feedback Notices (CFN’s) on time.
Be involved in trouble-shooting and analyzing operational, quality and systems problems. Complete Correction Action Reports (CAR’s) in a timely manner. Recommend operational improvements to your colleagues and superiors.
Double-check and audit internal and external operational reports and ensure reports are released on time.
Oversee the launch of new accounts.

Call Center Directory advises to all job seekers to apply as walk-in applicant for Team Leader/Account Supervisor Outbound job opening of Rainmaker Asia. You can apply at the following Rainmaker Asia location(s):

Rainmaker Asia Makati
Rainmaker Asia
9th Floor BPI Buendia Center
Gil Puyat Ave., Makati City
Philippines 1200
Tel: 8781542

Rainmaker Asia Recruitment Office
4/f Alphaland Southgate Mall
EDSA Pasong Tamo
Makati City Philippines




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