Bilingual Operations Supervisor

We're thrilled that you're here to explore the details of your next career step. Before proceeding with your application, we kindly request that you carefully review the requirements for this position. It is essential to ensure that you meet the necessary qualifications and are authorized to work in the country where this position is located. By fulfilling these criteria, you increase your chances of being shortlisted and joining itel at the earliest opportunity.

As an operations supervisor you will be responsible for providing support, leadership and guidance to a team of Customer Service /Sales Representatives while ensuring the successful delivery of quality service to the Clients. 

KEY RESPONSIBILITIES: 

• Meet contractual KPIs on a consistent basis. 

• Support and Lead the team of CSR on a shift coverage basis. 

• Create and maintain a professional environment to keep performance and motivation high. 

• Review agents’ daily results, concentrating on performance and contractual standards. 

• Maximize overall production.  

• Assist with the development of each agent.  

• Resolve customer escalations by working with the customer and Team Manager. 

• Participate in meetings, conferences, and team activities. 

• Liaise with clients on day-to-day operational topics in Team Manager’s absence. 

• Conduct weekly one-on-one coaching sessions (averaging 30 minutes per session) on a consistent basis with agents. 

• Identify any and all potential staffing concerns to the Team Manager. 

• Complete assignments on time and as requested. 

• Complete other related responsibilities as may be assigned from time to time. 

• Serve as first point of escalation for procedural issues.  

• Work closely with Operations Manager to coordinate efforts towards meeting deadlines and clarifying priorities. 

• Support Operations Manager and WFM to ensure team is properly scheduled and that individuals adhere to the schedule. 

• Adhere to stated policies and procedures of the Company. 
• Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility. 

KEY COMPETENCIES:  

• Excellent leadership skills 

• Excellent problem analysis and problem-solving skills 

• Excellent communication and interpersonal skills 

• Attention to detail, accuracy and time management. 

• Ability to follow written and oral instructions and communications. 
• Flexibility and adaptability while maintaining professionalism. 

QUALIFICATIONS AND EXPERIENCE: 

• Associates Degree or higher 

• Minimum of 3 year experience at a supervisory or management level in a call centre. 

• High level of competence in MS Office 

• Experience in a contact center environment(1 year) 

• Experience in managing and supervising employees(1year) 

• Experience in staff interactions and improvement methods/projects (e.g.  coaching, quality, productivity)