Supervisor Operations
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Job Description
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 daytoday 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 followup.
- 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 servicelevel performance.
- Review productivity reports and take corrective action for any team deviation.
- Support daytoday 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
- 35 years of fulltime professional experience in the call center 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 ProblemSolving Skills.
- Communication Skills (Written and Verbal).
- Strong leadership skills
- Customer Service Skills Organizing Skills.
- A bachelors degree is a must.
- flexibility and rotational shifts.
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
