Operations Supervisor

Overview

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.

Qualifications

• 2 years minimum operations Supervisor/TL expereince in a BPO environment
• Matric or equivelant - essential
• proven expereince managing a team

Responsibilities

• You should begin your day by evaluating the prior day/week/month performance reports
• Ensuring any agents with performance issues have been followed up with and tracked.
• Daily meetings with my team, ensuring Teams understand daily & trended actual results versus the goals identifying agent outliers
• Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
• Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
• By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
• You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans