Photon Supervisor

Job Title: Photon Supervisor

Department: Operations

Reports To: Natalia

Job Summary:
The Supervisor oversees agent performance, ensuring consistent quality, adherence to schedules, and achievement of performance goals. This role includes analyzing daily performance metrics, providing coaching and feedback, assisting with BPO escalations, and conducting regular team meetings. Supervisors are also responsible for staying updated on company updates and ensuring clear communication with their teams.

Key Responsibilities

-Performance Daily Monitoring & Analysis:

1. • Utilize tools like Metabase and WIW (When I Work) to track and assess metrics such as Average Handle Time (AHT), downtime, and escalation rates.

   • Analyze performance data daily and identify areas for improvement.

-Performance Meetings:

1. • Conduct weekly or bi-weekly performance meetings to review metrics and set S.M.A.R.T. (Specific, Measurable, Achievable, Relevant, and Time-bound) goals for agents.

-Schedule Adherence:

1. • Monitor and ensure agents and Senior Agents adhere to their schedules, including timely clock-ins/outs and scheduled breaks/lunches.

-Escalation Assistance:

1. • Support BPO escalations during peak times, handling tasks such as voicemails, provider emails, faxes, SMS, and customer messages.

-Team Collaboration:

1. • Participate in bi-weekly supervisor meetings to share updates and ensure information is cascaded effectively to agents.

   • Conduct regular team meetings to maintain alignment and communication.

-Coaching & Feedback:

1. • Provide live feedback and coaching based on flagged issues in performance data and the #qa_channel.

-Stay Updated:

1. • Review and relay updates or changes communicated via the company newsletter to ensure team alignment.

Required Qualifications

• Strong leadership and coaching skills.

• Proficiency in analyzing and interpreting performance data using tools like Metabase and WIW.

• Excellent verbal and written communication skills for providing feedback and conducting team meetings.

• Ability to effectively manage and monitor schedules.

• Experience in handling escalations and maintaining performance metrics.

Preferred Qualifications

• Previous experience in a supervisory or managerial role.

• Familiarity with BPO processes and escalation management.

• Experience with performance management tools like Metabase or similar platforms.

Key Competencies

1. • Leadership: Guide, motivate, and support agents to meet performance goals while upholding high standards.

   • Analytical Skills: Ability to analyze data, identify trends, and implement actionable improvements.

   • Communication: Effectively deliver clear, actionable feedback and maintain open communication with the team.

   • Time Management: Ensure agents adhere to schedules and tasks are completed efficiently.

   • Coaching & Development: Provide constructive feedback and support agents’ professional growth.

Physical Requirements/Work Environment (if applicable)

• A laptop or desktop computer running Windows 10 or later.

• Reliable high-speed internet connection with at least:

*30 Mbps download speed

*5 Mbps upload speed (testable via speedtest.net).

• Backup internet connection is required.

• A dedicated work area free from distractions and background noise

Salary Range: Will be disclosed in the job offer.