Program Supervisor

Responsibilities
The Program Supervisor is responsible for ensuring that all service level requirements of the accounts are met. He is the main point person of the program.

• Encourage, support and motivate team leaders and agents of one program to achieve and exceed productivity targets.
• Coach team members on a day-to-day basis, identify strengths & weaknesses and set development plan accordingly.
• Provide continuous development opportunities, as well as continuous improvement suggestions to ensure the program operates efficiently.
• Organize team meetings to communicate program updates, company's goals and vision.
• Attend calibration sessions and partner with other internal stakeholders including HR, Training, and Quality
• Distribution of and follow up on workload of the team.
• Represent Team during Internal and External meetings where appropriate.
• Create team schedule, track attendance and file payroll reports.
• Manage and strengthen Client Relationship.
• Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations.
• Handle escalatedcustomer calls and guide/assist the agents to take callsin premium.

Requirements

• Candidate must possess at least a Bachelor's/College Degree , any field.
• At least 1 year of related working experience (same position).
• Cumulative work experience equal to one (1) year is not valid.
• Experience with Dialer is an edge.
• Excellent communication and writing skills.
• Proficient in MS Office, master of MS Excel.