Supervisor, Toronto, ON - 19 June 2015
My primary role as a Supervisor at Percepta was to support my team of Customer Supprt Representatives. This consisted of understanding their needs to working to help them find a resolution. I also worked with them to understand their performance results, behaviors that drive the results and to develop steps to improve. Along with the rest of the Leadership team I was responsible for understanding the day to day and ongoing performance of the business and to come with strategies to enhance performance. In addition to one on one time with my agents I conducted meetings to discuss performance, intiatives and to get a pluse on staff engagement. The most enjoyable part of the job for me was working with an agent who was not meeting expecations and getting them to the point where they are exceeding their targets.