Operations SupervisorSuperstaff

The Supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents.
Duties and Responsibilities:
Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
Ensuring agents understand and comply with all call center objectives, performance standards, and policies
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine call center goals
Working with other supervisors and management team members to support agents and maximize customer satisfaction
Requirements
Experience handling a minimum of 150 FTE
Consistent Client exposure
Capacity to manage various projects and work to tight deadlines
Outstanding written and verbal communication skills
Exhibits strong leadership skills, social & interpersonal skills; a positive can-do attitude, and creativity.
Excellent client-facing skills. Well-developed spoken and written communication skills and the ability to tailor the style to relevant audiences, and successfully liaise with people at different levels.
Strong analytical and problem-solving skills, solution-driven, highly organized, and detail-orientated with good decision-making and time management skills. Independent, hands-on and takes accountability to deliver solutions and results.
Ability to adapt and work under pressure in a smaller, dynamic local team environment; along with being part of a bigger matrix organization.
Prior experience as an Operations Manager is highly desirable
Benefits
HMO upon hire with 1 FREE dependent (with Dental coverage)
Great Company Culture
Career Growth and Learnings
20 PTO Annually
SuperStaff

Philippines
Permanent
Full-time