Job LocationProvidence, East Demarara, Guyana
An Operations Supervisor is responsible in leading and coaching Service Representatives in order to deliver quality customer serviceand maximize revenue. He/She commits to the development of representative’s core technical and soft skills in the pursuit of highlevel productivity and consistent service levels. He/She is responsible for the overall management including agent performance anddevelopment. He/ She is also responsible for managing their team to service level agreements and other client driven team metrics.
- Must have a High School degree (a secondary school graduate or in-country equivalent) or higher; preferably post-secondaryor graduate education
- Must have a minimum of 1 year working experience in a Customer Service/Sales environment or BPO Setting
- Must have a minimum of 6 months of leadership experience.
- Must have good English language communication skills; both written and oral
- Must be willing to work on shifting schedules
ACCOUNTABILITIES AND ACTIVITIES
- Administer Agent schedule adherence
- Vast knowledge of company product
- Ensure quality goal is met and maintained; including conducting Root-Cause Analysis (RCA)
- Assist in Agent hiring decision
- Administer corrective actions and performance improvement plans
- Ensure employee satisfaction
- Communicate to agents about business changes
- Maintain client service levels
- Provide resource support to agents
- Create and deliver agent action plans
- Maintain and proactive approach as it relates to KPIs
- Deliver weekly coaching with agents
- Collaborate with colleagues to share best practices
- Create employee development plans and annual reviews
- Provides crucial account-related updates and feedbacks to upper management
- Participate in Gemba activities and other Six Sigma related deep-dives and activities
- Generate a minimum of 2 hours on the phones per week
- Participate in internal and external calibration sessions
- Performs other administrative activities necessary
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