Supervisor I, Operations Management

To take ownership of Customer issues and work across functions to follow through to resolution To identify and put forward suggestions to improve the Customer experience To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly To own customer satisfaction issues and delivery of the customer satisfaction rating for the team To lead by example, building a “winning team” culture, championing a positive outlook across the department Evaluate resource requirements and identify longer term needs of the group to support business needs Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching To ensure regular communication, encourage team input and involvement and to encourage innovation Identification & development of key team members, ensuring their readiness for next steps Identify and address poor performance Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis Provide reports to Management Team on CS KPI’s and customer specific issues and feedback. To demonstrate and encourage a positive attitude towards change and continuous improvements To develop, communicate and implement change plans, actively involving staff in the change process To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role. To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs Qualifications: Bachelor’s degree holder 1-2 years of leadership experience in a BPO setup Familiar with BPO operations (understands AHT, NPS, SLA, etc.) Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization Proven success at managing change Strong organizational, prioritization and delegation skills Proven problem solving and analytical skills Detail oriented and project management skills Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives. Must be in current role for 1 year Must not have received any Disciplinary Action within the past 12 months Must not have any Attendance and Punctuality issues in the past 12 months 





 We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here . Please read our Candidate Privacy Policy . We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights .