Supervisor Operations

ROLE SUMMARY

Inspire and lead team leaders by example (role model) toward achieving self teams and organizations main goals; efficiency effectiveness and revenues through applying vigorous coaching practice and continuous improvement through process optimization. Ability to set and meet targets  Ability to deliver work with a high degree of accuracy and be attentive to details and Ability to work with the team and motivate the team.

WHATS ON YOUR PLATE

• Support Team Leaders in day-to-day operations to secure complete orders and achieve team members operations targets.

• Improve customer experiences and customer satisfaction by assisting team leaders with all required tools and skills for order inquiries transactions and complaints resolution.

• Conduct daily weekly and monthly coaching sessions for Team Leaders to identify improvement areas and chart action plan with rigorous follow-up. 

• Review and analyze team leaders performance trends consistently and frequently.

• Communicate performance results and goals to Team Leaders.

• Provide feedback and training recommendations.

• Manage turnover to ensure enough agents are available to meet staffing

• Manage review and analyze service-level performance.

• Review productivity reports and take corrective action for any team deviation.

• Support day-to-day work processes in the contact center.

• Lease and coordinate with the operations support team to ensure a smooth and dynamic operations platform. 

• Leading special projects within the call center to enhance and improve operations dynamics.  

• Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure the timely completion of tasks.

• Attend daily weekly and monthly business review meetings

• Attend monthly business review meetings with shared services to align business goals.

• Review and analyze team performance reports and take corrective action. 

Qualifications:

WHAT DID WE ORDER

• 3-5 years of full-time professional experience in the call center is a must.

• 2 years of experience as a supervisor/ team leader is a must. 

• Lean Six Sigma Yellow Belt certification is required.

• The capability of using Microsoft Office products.

• Advanced English (written and spoken)

• Project management knowledge.

• Time Management Skills.

• Analytical and Problem-Solving Skills.

• Communication Skills (Written and Verbal).

• Strong leadership skills

• Customer Service Skills Organizing Skills.

• A Bachelors degree is a must.

• Flexibility with rotational shifts.

Remote Work:

No

Employment Type:

Full-time