Operations Supervisor
Outsourcing Management / Itel
- Kingston and St. Andrew / St. Catherine
- Not disclosed
- Permanent full-time
- Updated 16/11/2024
We are looking for a seasoned and talented Operations Supervisor to join the Itel Family! Apply Today!
Job Title: Operations Supervisor
JOB SUMMARY: The Supervisor will be responsible for coaching, mentoring and motivating team members to achieve defined KPI targets, resolving customer escalations and practicing cultural behaviors. The Supervisor is also expected to advocate for customers and participates in activities that improve business processes and improve operational effectiveness.
KEY RESPONSIBILITIES:
Achieve departmental growth by hitting targets and successfully managing a team.
Design, suggest and implement strategic plans that could potentially improve our processes.
Assist with recruiting, objectives setting, coaching and performance whilst keeping a pulse on agent activity.
Coach, train, counsel and discipline employees.
Distribute daily reports which include individual agent audits, breech reviews and stat reviews.
Send email huddles which should give a high-level overview of the MTD stats, Week over Week stats, Agent Ranking stats, and other comparative data.
Follow up on agent step goals and make determinations on whether or not an agent should go on Performance Improvement Plans.
Hit monthly call review targets which includes daily live monitoring.
Pull and analyze the hours and adherence for all the agents on your team and ensure all anomalies are adjusted.
Identify future and current trends that appeal to consumers.
Preside over staff meetings.
Identify and develop future leaders on your team.
Handle customer complaints, questions and issues.
KEY COMPETENCIES & QUALIFICATIONS:
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
Flexibility and adaptability while maintaining professionalism
High level of competence in MS Office
QUALIFICATIONS AND EXPERIENCE:
At least 5 CXC/CAPE subjects including an English, Math, Business and Science subjects.
Associate degree or higher preferred
3-5 years cumulative experience in the BPO sector with 2+ years of supervisory experience.
Outsourcing Management / Itel
- 38 Coconut Drive, Freeport House, Montego Bay, Jamaica
