Job Title: Product Supervisor (PS)
Department: Training & Quality
Reports to: Training & Quality Manager
The Product Supervisor as a part timer fulfils in this function only Training & Quality assignments. Whenever he/she acts as a CSR, TL or other operation functions, he/she reports to the operational Managers (TL, BM).
The Product Supervisor is responsible for the development and delivery of Knowledge Management, along with the planning, delivery and evaluation of the related product training.
Description of Role and Objectives:
The primary objective is to manage the direct and indirect provision of products knowledge and associated skills (system, applications etc.) to the Contact Centre as well as ensuring quality levels meet or exceed client and company expectations.
By client we understand group and non group as well as Transcom internal departments such as BST etc.
By product, we understand client ones (product line) as well as Transcoms (systems).
This position requires effective communication skills for the following key focus areas, (additional responsibilities may be added as the needs of the business change and expand):
Performing regular transaction monitoring and calibration sessions as agreed.
Supporting Team Leaders in setting improvement programs and action plans for CSRs
Reporting quality scoring internally and externally at agreed frequencies (upon requests).
Escalating quality deficiencies to Training & Quality Manager.
Escalating when there are questions on product.
Attending internal local meeting (staff or with other department).
Keeping high level of own expertise, taking initiative to understand,
up-to-date product information gather and integrate feedback into the best practices"
Collecting product information from the client
Spreading product knowledge to operations
Updating existing procedures,
Participating to creation of new procedures, routines etc
Updating knowledge management database,
Testing procedure in production and suggest enhancement.
Collecting and assessing feedback and taking actions accordingly
Analysing the usage of Knowledge Management database and taking actions accordingly
Following training and development guidelines as defined by the company.
Developing and ensuring the proper creation of product training materials
Ensuring update and accuracy of product training materials
Collecting information related to product knowledge and developing training modules. Using the Scheduler for scheduling training units.
Updating knowledge management tool.
Delivering product training as required, following Transcom standard.
Setting up and implementing training follow-ups after all training is completed.
Creating and correcting product test.
Participating to the analysis of the product test results.
Identifying training request to maintain quality level, through the range of trainings and the quantity of delivery.
Continuously reviewing procedures and implementing improvements with feedback to TQM Governance. Smooth transition to quality improvement.
Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals, monitoring transactions and analysing transaction monitoring results.
Defining and designing action plans for quality improvement together with TQM, clients, Team Leaders and Business Managers.
Ensuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (PDP, action plan).
Using the Group Report, if needed, as an extended means to review performance of the team/agents.
Understanding and supporting clients and company needs and requirements for Quality Improvement.
Attending specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
Using Quality Centre (scoring sheet, volume, report etc
Process and Integrity
Ensuring that Transcom WorldWide standard procedures are implemented and complied with at all times.
Responsible for keeping and archiving a library of product knowledge material/modules.
Ensuring that all product material, equipment and logistic are available and updated before training sessions.
Promote a culture of both quality and know-how, for all products and services delivered to clients and customers.
Provide input on CSRs results which will impact their Reward & Recognition scheme for quality and competence purpose.
Liaise with BM/TL/TQM or other Departments/HRM so as to maintain communication and to understand all necessary aspects and needs of employees training and development, and to ensure they are fully informed of training and development objectives, purposes and achievements" Supporting the development of each Team and ultimately each Agent.
Providing feedback to TQM Governance on ideas for improving standards and processes.
Attending site and country meeting.
Proving feedback on Client workflow/processes.
Participating to company wide project.
Qualification and experience
To qualify for this role you must
Have worked in a training, quality and/or operations department.
Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
Have a proven and successful track record of effective training in the CRM / Collection business or a closely related industry.
Have experience in monitoring skills and coaching skills related to behaviour specific feedback.
Manage your time effectively and be focused on setting clear objectives and priorities.
Have worked in a data driven environment
Master local language (verbal & written)
Understand and read English
It will help if you
Have a good understanding of CRM / Collection best practice
Have worked for a CRM / Collection outsource business
Have other language skills including English
Have a car driving licence
Be flexible toward travelling
To be successful in this role you must
Be self motivated and commercially minded.
Have effective communication skills impacting people behaviour including those that do not report directly to you.
Have effective analytical skills to analyse results and make decisions based on facts and figures.
Inspire other people to reach their full potential.
Take ownership for quality, competence and commitment.
Enjoy/thrive on autonomy within the franchise framework and be results focused.
Be highly motivated and prepared to work hard.
Have high personal energy and enjoy a lively environment.
Be highly flexible and welcome change/improvements.
Be innovative within the franchise framework.
Enjoys developing others
Commitment to continuous learning.
(EUR) 765 - 765 Per Month
||1-2 Years Experience
||High School or equivalent
||Benefits: 6,41 per day for food alimentation
||Interested in this position?
If so, please send your CV by email to the following address or just click 'Apply Online' link.
||Name : Careers
Email : firstname.lastname@example.org
Phone : + 35 1 252401400