Operations Supervisor (1238)

OVERVIEW The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times. QUALIFICATIONS • 2 years minimum operations Supervisor/TL experience in a BPO environment • Matric or equivalent - essential • Proven experience managing a team • Open to working US/Shifted hours RESPONSIBILITIES • You should begin your day by evaluating the prior day/week/month performance reports • Ensuring any agents with performance issues have been followed up with and tracked. • Daily meetings with my team, ensuring Teams understand daily & trended actual results versus the goals identifying agent outliers • Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift. • Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule. • By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded. • You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans