Job Description

Overview:

The Operations Supervisor will provide ad-hoc support to newly trained advisors, ensuring they handle customer calls effectively and deliver high-quality service. This role involves evaluating and improving advisor performance, responding to ad-hoc requests for assistance, and sitting side-by-side with advisors to support their development and growth within the campaign. The ideal candidate will also lead a dedicated team responsible for delivering exceptional business partner support, driving performance, and fostering a culture of continuous improvement.


Qualifications:
Matric / Equivalent qualification. 2-3 years of experience in a Team Leader role within a contact center environment. Proven experience in a Sales & B2B environment (Essential) Experience in coaching and managing a team to meet performance targets. Knowledge of sales processes in a regulated environment is advantageous. Proficient in Microsoft Excel for tracking performance and generating reports.

Responsibilities:
Escalation Management: Resolve day-to-day escalations, focusing on first-time resolution to ensure customer satisfaction. Floor Support: Provide hands-on support to all advisors, ensuring they adhere to best practices and follow company processes. Continuous Improvement: Capture and implement continuous improvement opportunities and close the loop on identified gaps. Coaching & Development: Lead regular coaching sessions and refresher training for advisors, ensuring alignment with processes and high-quality customer service delivery. System Monitoring: Ensure that all systems and tools are functioning effectively, providing support when required. Performance Tracking: Monitor individual and team performance, providing feedback and taking corrective actions as necessary. * Relationship Management: Foster strong relationships with business partners, ensuring effective communication and collaboration across teams and departments.