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Position Description

A Supervisor is engaged with agents and is always available for assistance. They will be able to motivate and encourage agents through daily and weekly feedback sessions, team meetings, daily interaction, and immediate coaching as needed. They will need to possess excellent time management and leadership skills. They will monitor agent performance daily, weekly, and monthly based on the expected KPIs. Supervisors will possess the ability to know when to escalate issues through the proper channels. Expectations include but are not limited to the following:

Responsibilities and Expectations

• Build relationships with each team member from the first interaction through their ongoing employment at cXp.

• You should be easily accessible to all team members and meet with each agent at least once per week.

• Driving performance across all client metrics, exceeding Conversion, Productivity, and QA goals.

• Managing a team while ensuring agents are properly trained and ready to take calls

• Live-listen to calls for at least 15 hours each week to provide real-time feedback and assistance.

• Proactively engage with your team in the chats, keeping things positive and boosting morale

• at regular intervals throughout the day, at least

• every 1-2 hours

• .

• Attest to coaching completion each week by adding coaching notes in the CXP-AIQ reporting center for each agent not meeting Conversion, Productivity, Attendance, or QA expectations. Follow through on accountability measures including ADP notes and Corrective Action Plans.

• Coaching agents on a QA allegation must be completed by the specified deadline.

• Add coaching notes in AIQ’s coaching form. At least one note per agent per week.

• Production hours (payroll) is expected to be approved upon arrival for your shift.

• Each Supervisor will have a buddy supervisor to help monitor your team during breaks, lunches, and time spent off the floor/unavailable. Make sure your team is always covered.

• In the event you will miss work time, notify all sups/managers with as much advanced notice as possible and ensure your team is covered.

• Because we are a small team, each sup must be flexible in assisting each other, including covering early or late hours with short notice, should the need arise.

• Because we are a small team, notify each other, MG, and Linda when starting the day, signing off at end of day, taking breaks, and lunches.

• All hours of operation must have supervisor coverage. 8 hours should be worked each day at a minimum but be prepared to dedicate as much time as needed to complete all tasks and accomplish each objective.

• If a task is not or will not be completed on time, be proactive in communicating this to

• your manager along with

• an explanation.

• Create daily, weekly, and monthly incentive plans/contests with the purchasing requests sent to Finance.

• If a directive is given by email or chat, respond to acknowledge the

• message is received and follow up to confirm when completed

• .