Supervisor Operations

Job Description

<strong><strong>Role Summary</strong></strong><p><br></p><strong>inspire and lead team leaders by example (role model) toward achieving self, teams, and organization’s 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.</strong><p><br></p><strong><strong>What’s On Your Plate?</strong></strong><p><br></p><ul><li>Support Team Leaders in day-to-day operations to secure complete orders and achieve team members’ operations targets.</li><li>Improve customer experiences and customer satisfaction by assisting team leaders with all required tools and skills for order inquiries, transactions, and complaints resolution.</li><li>Conduct daily, weekly, and monthly coaching sessions for Team Leaders to identify improvement areas and chart action plan with rigorous follow-up. </li><li>Review and analyze team leaders’ performance trends consistently and frequently.</li><li>Communicate performance results and goals to Team Leaders.</li><li>Provide feedback and training recommendations.</li><li>Manage turnover to ensure enough agents are available to meet staffing</li><li>Manage, review, and analyze service-level performance.</li><li>Review productivity reports and take corrective action for any team deviation.</li><li>Support day-to-day work processes in the contact center.</li><li>Lease and coordinate with the operations support team to ensure a smooth and dynamic operations platform. </li><li>Leading special projects within the call center to enhance and improve operations dynamics. </li><li>Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure the timely completion of tasks.</li><li>Attend daily, weekly, and monthly business review meetings</li><li>Attend monthly business review meetings with shared services to align business goals.</li><li>Review and analyze team performance reports and take corrective action. </li></ul><p><br></p><strong><strong>What Did We Order?</strong></strong><p><br></p><ul><li>3-5 years of full-time professional experience in the call center is a must.</li><li> 3 years of experience as a supervisor is a must.</li><li>The capability of using Microsoft Office products.</li><li>Advanced English (written and spoken)</li><li>Project management knowledge.</li><li>Time Management Skills.</li><li>Analytical and Problem-Solving Skills.</li><li>Communication Skills (Written and Verbal).</li><li>Strong leadership skills</li><li>Customer Service Skills, Organizing Skills.</li><li>A Bachelor’s degree is a must.</li><li>flexibility is required.</li></ul>