Experience

Integrity Solution Services

• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Production's Senior Supervisor

  • Dec 2008 - Present

  Work and Develop supervisors on their roles. Review and calculate all agent's performance for annual Salaries Increase. Review and discuss monthly QA Summary with Clients to identify trends. Review, validate and approve productive hours worked for agent's payrolls. Manage Staffing compliance and Call Volume vs Nonbillable hours to ensure staffing and adherence requirements are met on a monthly bases. Serve as Immediate Supervisor Development POC. Manage External Monitoring and Calibration Sessions with the Client. Execute Performance Improvement's Plans for Supervisors and Agents. Ensure all daily performance objectives are being met. Manage, Design and Execute Daily Performance Contest Incentive. Analyze Reports to Identify Areas of Improvement. Manage all Disciplinary Actions (Coaching Actions plans, Verbal Warning, PerformanceWarnings, etc) based on HR parameters. Organize schedules & time off requests (vacations) based on staffing requirements. Analyze, Correct and Pre-approve all staff Potential Bonus pay out. Take disciplinary measures when misconduct or policy violation occurs. Ensure Integrity Solitions' Policies are followed. POC to follow up with Client's external feedbacks on agent's call performance. Handle employee situations and solve internal issues. Conduct Monthly Staff Coaching Audits. Show less