Job Summary
The operations Supervisor reports directly to the Operations Manager.
Main Objectives:
Team Attendance
Monitors attendance of the customer service representatives
Compares login time on the Avaya with the Biometrix data.
Uses the Biometrix data to monitor tardiness.
Balancing of Server
Uses CMS Supervisor tool to generate weekly server assignment for each representative
Balances Miami and Atlanta server for every shift to ensure all calls are catered on time
Team Communication and feedback
Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.
Department QFN (Attendance) for the day
Checks and updates attendance template
Records number of absences and the reasons ands sends it to the Senior Manager through email.
Manual Logger and Verint Exception Logger
Collates and files reps break schedules based on the data displayed on Verint.
Manually enters acceptable authorized behavior on Verint for exemption.
Scorecard
Collates from the main file Scorecard data and transfers it to a One on One form.
Conducts one on one coaching on rep's scorecard twice a month.
NTE, DA and Coaching Log
Extracts from the main file a serial number to ensure integrity of the memo/document.
Tenders memos to the representative in accordance to the offense being committed.
Submits memos to the HCD for safekeeping and future reference.
Job Profile
Center Updates and URECAF
Disseminates updates to the team during the post shift meeting.
QA Update, QA score, QA Document and RCA
Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unacceptable QA scores are served.
Assists QAR in conducting RCA for Miami and internal evaluation.
Participates in the activities initiated by the QAR for the betterment of the Team's Performance.
10 day Planner
Records schedules for rep's one on one coaching and activities that will enhance his performance
Area of expertise (Skills)
At least 1 year experience in team leadership in a Call Center setting or other related work.
Other Skills and Experiences (Min)
Six Sigma Certified (preferrably)
Education
Bachelor Degree
