Operations Supervisor

Job Purpose:

Oversee activities of his team and hence of Contact Centre in their respective shifts to insure quality performance and smooth operation. Organize and direct the staff of our Contact Centre. Assess team’s work and giving them feedback to maximize performance.

Job Description:

• To be able to handle team’s concerns and provide conflict resolution. To address all grievances.
• To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
• To speak in an accent that is fully understood and appreciated by the consumer.
• To completely understand consumer language and accent and respond to his/her questions in the best possible manner.
• To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.
• Team member’s development through additional training and goal setting as identified.
• To make sure that the employees are following the schedule properly.
• Maintain accurate agent performance stats and reports.
• To identify and foresee problems in the existing operations system and come up with solutions and improvements in it.
• To improve and facilitate team work and coordination through effective communication within the team.
• Proficient in the use of Microsoft Office Suite..
• Other related job responsibilities as assigned by Contact Center Manager.

Knowledge of Processes:

• Case Handling
• Call backs
• Escalations Handling
• Forwarding
• Reporting / Data Logging

Qualification & Specifications:

• Bachelor's Degree
• Minimum 2 years of Call Center/Customer Support experience at supervisory level and team management
• Excellent communication to cater international customers
• Teamwork, discipline, and time management.
• Analytical Skills
• Excellent management and leadership skills
• Coaching Skills
• Ability to work under pressure
• Good in Microsoft Office (Excel & Power Point)
• Flexible and adaptable