Temporary Operations Supervisor - HS

About the role

The Operations Supervisor oversees the day-to-day activities of the customer service associates (CSAs). It calls for a hands-on leader who manages the teams, monitors the processes and makes sure operations match the company's goals and standards. The position is temporary.

Key responsibilities

• Supervise ten (10) CSAs (minimum).
• Review and handle all escalations from the team.
• Produce monthly, weekly and daily reports for clients and internal management.
• Carry out performance scorecard reviews and coaching with the team.
• Conduct and assist with training exercises.
• Manage administrative tasks related to the team, including attendance records and reporting absences to leadership.
• Handle outliers and performance improvement plans.

Required profile

• 12 months of experience in a leadership role.
• 1 year of customer service experience.
• 5 successful passes or more at CSEC or equivalent; diploma preferred.
• A strong work ethic and ability to work well under stressful, time-sensitive situations.
• Less than 4 attendance points (absences and non-compliance only).
• An average of 85% on quality in the past three months.

Required skills

• Excellent verbal and written communication and customer service skills.
• Ability to multi-task and prioritise in a fast-paced environment.
• Computer literacy: Excel, Word, email and Google Docs.