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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