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Supervision/Evaluation/Development of Staff
Provide on-going guidance, mentoring, feedback and motivation to staff to ensure competent performance while adhering to company and department policies and procedures.
•Interview and recommend prospective candidates for open departmental positions
•Recommend and/or make decisions in personnel related matters (performance review, disciplinary actions, and terminations). This includes monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to Agency policies and procedures
•Minimize call escalation through effective coaching, support, supplemental training and understanding of departmental procedures to maximize utilization of resources
•Documents attendance, verifies weekly timesheets, monitors available leave and schedule adherence, approves and denies leave requests.
Minimum of HND and experience in an office environment; or the equivalent training and experience in a call center environment.
•Experience with Microsoft Office
•Overall demonstrated strong communication skills
•Demonstrated ability to lead and motivate a team
•Analytical and problem skills
•Effective time management, organization and prioritizing