Supervisor I, Operations Management

To take ownership of Customer issues and work across functions to follow through to resolution
To identify and put forward suggestions to improve the Customer experience
To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly
To own customer satisfaction issues and delivery of the customer satisfaction rating for the team
To lead by example, building a “winning team” culture, championing a positive outlook across the department
Evaluate resource requirements and identify longer term needs of the group to support business needs
Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching
To ensure regular communication, encourage team input and involvement and to encourage innovation
Identification & development of key team members, ensuring their readiness for next steps
Identify and address poor performance
Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis
Provide reports to Management Team on CS KPI’s and customer specific issues and feedback.
To demonstrate and encourage a positive attitude towards change and continuous improvements
To develop, communicate and implement change plans, actively involving staff in the change process
To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.
To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes
To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution
Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners
Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs
Qualifications:
Bachelor’s degree holder
1-2 years of leadership experience in a BPO setup
Familiar with BPO operations (understands AHT, NPS, SLA, etc.)
Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
Proven success at managing change
Strong organizational, prioritization and delegation skills
Proven problem solving and analytical skills
Detail oriented and project management skills
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Must be in current role for 1 year
Must not have received any Disciplinary Action within the past 12 months
Must not have any Attendance and Punctuality issues in the past 12 months







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