Operations Supervisor

Responsibilities

• Oversee efficiency of operational processes
• Participate in strategic planning and goal-setting for various business functions, including IT and customer support
• Monitor and report on department performance
• Supervise and train employees
• Ensure compliance with company policies and regulation
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Prepare monthly/annual results and performance reports

Qualifications

• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service is essential
• Proficient in English; Good knowledge of additional languages will be a definite plus
• Working knowledge of MS Office
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure