SkilledGuyanese.com

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.

REQUIREMENTS

• Must have a High School degree (a secondary school graduate or in-country equivalent) or higher; preferably post-secondaryor graduate education

• At least 1 year experience in team leadership in a Call Center setting or other related work.

• At least 6 months of previous Sales Experience.

• Schedule Flexibility.

• 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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