Supervisor, operations is responsible for theday-to-day supervision of a group of call center associates.
thisposition ensures performance metrics are achieved by providingadequate coaching, motivation and accountability.
essentialfunctions/core responsibilities: - responsible for the day-to-daysupervision of a group of call center associates including work andattendance monitoring in accordance with organization policy andapplicable legal requirements - effectively coach direct reports ontheir performance on a regular basis to ensure performance metricsare achieved at a minimum weekly - identify performance relatedissues, develop an action plan for improvement, implementcorrective action, up to and including termination of employment -ensure service delivered to our customers meets contractual keyperformance indicator ('kpis') and financial expectations -communicate expectations to employees and provide timely updates -provide subject matter expertise in handling escalated customercalls as needed - conduct team meetings to ensure expedientcommunication of relevant information and as an open forum forinput.
schedule and organize team activities - stay current oninternal work processes, policies and procedures.
attend requiredmanager development training - promote the concentrix valuesthrough both behavior and attitude, including being an advocate forteam members candidate profile: - over a year of relevantexperience is a must - highly motivated individual with skills todevelop and coach team members to achieve performance expectations- work well in a fast paced environment and follow through on itemsto completion - strong communication skills, both written andverbal (english) - ability to lead team in multi-tasking,prioritization, and meeting timelines on deliverable - ability tomentor, coach and provide direction to a team of employees -willingness to work a flexible schedule career level descriptionreceives assignments in tasks oriented terms and supervisessubordinates to set priorities and complete assignments.coordinates and supervises the daily activities of business ortechnical support or production team members.
in charge of handlingsingle and medium-sized line of business.
decisions are guided bypolicies, procedures and business plan; receives guidance andoversight from manager.
drives direct reports to achieve setmetrics and business goals thru coaching, mentoring and providingregular feedback.
typically does not spend more than 20% of timeperforming the work supervised.
handles escalated issues.supervises non-exempt employees who generally perform either asingle task or multiple, but closely related tasks.