Operations Supervisor

JOB SUMMARY: To provide support, leadership and guidance to a team of Customer Service /Sales Representatives while ensuring the successful delivery of quality service to the Clients. 

 

 

KEY RESPONSIBILITIES: 

• Meet contractual KPIs on a consistent basis. 

• Support and lead the team of CSR on a shift coverage basis. 

• Create and maintain a professional environment to keep performance and motivation high. 

• Review agents’ daily results, concentrating on performance and contractual standards. 

• Maximize overall production.  

• Assist with the development of each agent.  

• Resolve customer escalations by working with the customer and Team Manager. 

• Participate in meetings, conferences, and team activities. 

• Liaise with clients on day-to-day operational topics in Team Manager’s absence. 

• Conduct weekly one-on-one coaching sessions (averaging 30 minutes per session) on a consistent basis with agents. 

• Identify any and all potential staffing concerns to the Team Manager. 

• Complete assignments on time and as requested. 

• Complete other related responsibilities as may be assigned from time to time. 

• Serve as first point of escalation for procedural issues.  

• Work closely with Operations Manager to coordinate efforts towards meeting deadlines and clarifying priorities. 

• Support Operations Manager and WFM to ensure team is properly scheduled and that individuals adhere to the schedule. 

• Adhere to stated policies and procedures of the Company. 

• Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility. 

 

KEY COMPETENCIES:  

• Excellent leadership skills 

• Excellent problem analysis and problem-solving skills 

• Excellent communication and interpersonal skills 

• Attention to detail, accuracy and time management. 

• Ability to follow written and oral instructions and communications. 

• Flexibility and adaptability while maintaining professionalism. 

 

 

 

QUALIFICATIONS AND EXPERIENCE: 

• Associate's degree or higher 

• Minimum of 3 years' experience at a supervisory or management level in a call center. 

• High level of competence in MS Office 

• Experience in a contact center environment (1 year) 

• Experience in managing and supervising employees(1year) 

• Experience in staff interactions and improvement methods/projects (e.g.  coaching, quality, productivity)  

 

DISCLAIMER: This document outlines the duties required for the time being of the post to indicate the level of responsibility.  It is not a comprehensive or exhaustive list, and the duties may vary from time to time, which do not change the general character of the job, or the level of responsibility entailed.