Full Time
EXPIRES 04 Mar, 2021

Job Location

Providence, 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



  • 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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