Operations Supervisor  

The Operations Supervisor leads a team of agents that handle voice, chat, email and social interactions with Client’s customers. The Operations Supervisor is expected to manage up to 15 people who across varying contact types. With a key focus on engagement the role is primarily responsible for creating a team environment where people are engaged, coached and trained to achieve targets on a daily basis.

Responsibilities:

• Lead, coach and develop team members to enable them to perform at their best via ownership of the client relationship, excellent service quality, product knowledge, and timely resolution of issues
• Ensure that the team maintains minimum average benchmarks on an individual and daily basis through daily goal setting: KPI’s, queues, call handling times, auditing and quality recording evaluations
• Understand all targets and use management information effectively to manage team performance e.g. accounts actioned,
• Monitor the workflow of the team, allocating tasks to team members to achieve the required output and meet Service Level Agreements
• Regularly observe work practices to ensure all work is accurate and completed to agreed quality standards
• Manage escalated or complex tasks
• Motivate and encourage team spirit and team members to achieve excellent results by taking ownership of their work and demonstrating business behaviours.
• Identify better ways to perform tasks and contribute ideas to make systems, processes and procedures improvements
• Maintain strong working relationships with other Team Leaders and others with whom the area has contact
• Ensure compliance with Statutory Regulations and OH&S policy is maintained including workplace audits
• Communicate and implement Group wide initiatives ensuring all information distributed is up to date and readily accessible e.g. people engagement action plan.
• Support the Operations Manager to keep unit costs within budget

Key Competencies and Skills

• Previous experience supporting Singapore account/customers a definite advantage
• Singapore Telco experience doing coverage and outage support is preferred
• Intermediate level candidates with at least 3-5 years of experience in a BPO/Offshoring company is required for the role
• Must have hands-on experience in team management with proven track record in client relations management
• Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy
• Can deal with clients comfortably and confidently at all levels of responsibility, authority, and rank
• Ability to make sound decisions, goal-oriented, energetic, and a forward thinker who has set high standards
• Solid business understanding and commercial acumen
• Exceptional time management and the ability to prioritize both customer and team demands
• Solid understanding of contact center metrics and performance improvement triggers
• Can work independently and manage multiple activities at a time
• Strong commitment to service and a flexible can-do attitude
• Takes initiative and deliver solutions

Relationship and Stakeholders

• Operations Manager – Manila
• Diversify Support staff
• Workforce Operations & Real-time