1 EBO SUPERVISOR Job in Charlotte, NC

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EBO SUPERVISOR

Meduit

Charlotte, NC | Full Time

$65k-83k (estimate)

1 Week Ago

EBO SUPERVISOR

$65k-83k (estimate)

Full Time 1 Week Ago

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Meduit is Hiring an EBO SUPERVISOR Near Charlotte, NC

Production
- Track daily production & communicate daily to team- calls handled, system time
Quality
- Daily call monitoring including coaching and development- communicate training opportunities identified up to Director or Manager
- Complete agent assigned coaching through Verint
- Supervisor call feedback to agents- Listen and provide de-escalation techniques to agents to assist with handling escalated situation to improve volume of Supervisor calls
Time tracking including breaks/lunches
Document and communicate disciplinary/coaching items timely
Tracking and communication up to Director or Manager weekly on bottom agents and improvement plans
Handling Supervisor calls and assisting team throughout the day as needed
Interviews as needed
Review and Complete Agents emails as needed
Enforce and uphold Company policies
Point of referral for any escalated accounts unable to be handled by the Agents
Any other duties assigned by Management

Team production KPIs
- Average of 40 calls/day
- Average of 7 hours on system/day
- > 89% QM scores monthly
Provide daily production updates to Director/Manager
Communication to Director/Manager on team attendance
Ensure each team member has the proper tools and resources needed to complete their job functions daily
Above average attendance