Supervisor (m/f)

Location: Sarajevo, BiH, Bosnia and Herzegovina
Date Posted: 08-15-2018
Join one of the world leaders

Teleperformance the  world leader in contact center services, serves well-known clients worldwide. As an expert in customer care, we focus on what we do best. We develop customer-oriented solutions and processes and thereby create real added value for our clients.
In the course of our growth, we are looking for a motivated and committed colleague for the Teleperformance team at our Sarajevo office. Our recruitment partner,  Kolektiv d.o.o. Sarajevo  – Agencija is handling the recruitment process for the position of
Supervisor (m / f)
at our location in Sarajevo, full-time position
Job Summary / Overview
  • Directly responsible for Agent Development
  • Manages and develops a team of assigned Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.
  • Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met
Key Responsibilities and Accountabilities:
  • Monitoring & coaching
  • Follow all steps of internal workbook to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing the team
  • Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets
  • Completes regular monitorings of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
  • Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
  • Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
  • Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned
  • Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.
  • Interaction with other Departments (WFM, QA, Payroll/HR, etc)
Main Job Requirements:
  • Education and Specific Training: preferably higher education but not eliminatory
  • Work Experience: Agent experience (at least six months), 1 year supervisory experience  
  • Fluency in German and English language (written and verbal)
  • Good knowledge of MS Office
  • Interpersonal and Communication skills
  • Analytical approach and problem solving skills
  • Leadership skills and Management skills
  • KPI knowledge and understanding
We offer you:
  • SAFE WORKPLACE - at the world leader in the industry
  • PLEASANT WORKING ATMOSPHERE - helpful and nice colleagues and a very good team spirit
  • GREAT SUPERVISORS AND THE OPPORTUNITIES TO BECOME ONE YOURSELF - through flat hierarchies with many development opportunities
  • OPTIMAL ACCESSIBILITY - with perfect connection to public transport
  • FUN AND ENGAGEMENT - through unique events such as our annual global talent casting "TP for Fun Festival" as well as our team events and challenges
  • MORE THAN JUST WORK - Find friends for life
Have we gained your interest?
We look forward to receiving your application. Interested applicants are kindly asked to send their application by following the instructions on THIS LINK.
All applications will be treated with high confidentiality. Only selected candidates will be invited for an interview. 
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