Job Title: Contact Centre Operations Supervisor - Goldstar Order processing NA Market |
Report to: Goldstar Onsite Care Manager (Tunis) |
Position Type: Permanent |
Job Start Date: July 08,2024 |
Location: Montego Bay |
Overview of Role: Reporting to the Order Processing Manager, as Supervisor, you will constantly help the organization to improve our customer experience and support our market growth efficiently. The Order Processing Supervisor will be responsible for managing 15-25 Order Processing Employees. Reviewing, and analyzing performance data, conducting root cause analysis for performance gaps, creating improvement plans to address and correct and improve performance gaps. You will also be responsible for the team who work Goldstar orders from Order Entry Stage to production open stage. The Order Processing Supervisor will drive the engagement, communications, and customer obsession within the Order Processing team in line with the National Pen’s Goldstar established standards and company culture. |
Responsibilities: - Communicate effectively with team members to establish a clear understanding of job expectations, performance goals, and procedures.
- The successful candidate will be required to support and enforce Employee Code of Conduct, Compliance Requirements and Procedures, Call Handling, Dress Code, Attitude and Behavior.
- Work with Department Manger to approve holiday requests, ensuring daily timecards are maintained and managing monthly commissions/bonuses.
- Support and assist with hiring, training, and maximizing staff productivity and impact.
- Monitor, motivate, coach and train order processing agents to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment, and feedback.
- Supervise and coordinate activities with the order processing team to ensure orders are entered and processed in a timely manner while ensuring high levels of accuracy and quality are maintained.
- Act as an enabler for customer experience activities - deliver best practices, tools, and guidance across the organization, and work in close collaboration with various teams and internal partners to identify and prioritize customer experience projects.
- Analyze various sources of data to identify patterns and customer pain points including industry benchmarks and internal operational data. Leverage insights to provide actionable recommendations to improve customer experience via training opportunities, process improvements, product improvement feedback, etc.
- Contribute to improving FCR by identifying areas of improvement on both customers & agents’ sides.
- Proactively educates assigned team on the importance of metrics, drivers, and customer experience.
- Create, support, and drive customer obsession Order Management teams.
- Manage customers escalation and identify proactive improvement.
- Ensures Associate calls are aligned with Quality Assurance objectives and targets, and CSAT expectations.
- Be hands-on and demonstrates a desire to help team members by building effective working relationships, driving individual responsibility, and accountability, and contributing to the program’s successful performance.
- Reviews and distributes procedure changes/updates in a timely manner. Ensures team members understand changes and are aligned with organizational/site goals.
- Prioritize Payroll updates and review for team members on a weekly basis.
- Plan and conduct team meetings to share information, calibrate knowledge and performance, and motivate Associates to learn and excel.
- Attend daily/weekly/monthly Leadership meetings.
- Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc.), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
- Administers HR and Department policies as instructed.
- Keep Order Processing Manager informed of any escalating problems regarding products, systems, customer complaints, employee issues, departmental issues and any other matters involving or effecting the Department.
- Issue written and oral instructions and assist with questions and training of agents.
- Effectively create, issue, and manage employee Performance Reviews and Performance Improvement Plans, where necessary, in an effort to ensure that individuals meet objectives.
- Ensure disciplinary actions for front-line employees occur in transparent, accurate and timely manner.
- Communicate and maintain National Pen’s Goldstar department’s vision, direction, and culture to the team.
- Other duties and Special Projects as assigned.
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Required skills and experience: - 3+ years as supervisory experience in BPO field; CARE experience is a plus.
- Minimum of Five (5) CXC/GCE subjects, including English Language and Maths related subject, or HEART Level-II and High School Diploma or Degree.
- Strong Technical Support background is a plus. Knowledge of computer applications such as MS Office suite.
- Strong knowledge of Oracle (GOPA/Matrix) and Symbee preferred.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to solve practical problems and deal with a variety of variables in situations.
- Demonstrated ability to work independently at a high level, under pressure, handle difficult situations with tact, grace and employ critical thinking methodologies.
- Strong customer focus with proven record of meeting deliverables within deadlines
- Analytical skills, understand basic statistics and continuous improvement methodologies.
- Ability to maintain the highest level of confidentiality, integrity, and overall ethics.
- Strong interpersonal, written, and oral communication skills.
- Ability to prioritize and organize work as well as manage frequent change.
- Demonstrate a problem-solving mentality.
- Flexibility in work schedule
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About Pens.com Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia. To learn more, visit: www.PENS.com Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR). |
