Operations Supervisor (675)
Job Description
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 expereince in a BPO environment
Matric or equivelant - essential
proven expereince 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
MNCJobs.co.za will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD1637434
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationCape Town, WC, ZA, South Africa
-
EducationNot mentioned