Position Title: Operation Supervisor
Reports To: Accounts Manager & CEO
Job Overview:
Operation manager is responsible for overseeing teams of employees and motivating them to complete their job duties effectively, include training new employees and providing team members with daily objectives. Developing and implementing reward systems to motivate employee productivity and communicating with upper management to determine the best methods for meeting business goals.
Responsibilities & Duties:
– Client Management: Investigate and resolve client complaints and queries, particularly escalated issues, ensuring a high level of customer satisfaction.
– Focal point between Clints and Top Management ensuring business stability.
– Team Support: Provide feedback and support to the customer care team, ensuring that all issues are addressed promptly and effectively.
– Performance Monitoring:
– Establish and track key performance indicators (KPIs) to measure team effectiveness and customer satisfaction.
– Continuously monitor team performance, crafting tailored development plans to enhance productivity.
– Training & Development: Conduct regular training sessions for team leaders to improve skills and address challenges in training plan.
– Monitoring the training process: Design and implement comprehensive training programs along with the seniors to equip new hires with the necessary skills and knowledge to excel in their roles.
– Ensure that the training process running smoothly and as planned.
Operational Oversight: Oversee daily operations, ensuring that workflow and targets are met consistently.
– Managing Manpower Plan: oversee daily operations to ensure efficiency. Key responsibilities include developing manpower plans, analyzing workforce data, forecasting staffing needs, and collaborating with team leaders to identify and address skill gaps.
– Timesheet Management: reviewing time sheets to Ensure accurate completion of timesheets and delay reports for all employees, facilitating timely payroll processing by HR.
• Review and approve team requests for (Annual leave& Estimate Annual Leave Plan& Shift Swaps).
• Ensuring a backup plan is in place for emergencies after reviewing the monthly schedule and annual leave requests According to
– Policy Improvement: Suggest and implement improvements to operational policies to ensure smooth day-to-day operations.
– Staff Evaluation: Conduct semi / annual performance evaluations and ongoing assessments to measure staff effectiveness, providing constructive feedback and opportunities for professional development.
– Collaboration with HR: Partner with the human resources department to enhance the recruitment process by interviewing potential candidates and clearly defining job expectations.
– Send the monthly schedule for each team to HR every month, keeping it updated, and notify them of any changes.
– Work Environment: Foster a healthy and comfortable work atmosphere among teams to encourage collaboration and morale.
– Coaching & Feedback: Conduct organized coaching sessions and one-on-ones if needed to support staff development.
– Quality Assurance: Monitor the quality of calls and emails, providing constructive feedback to team leaders.
– Process Improvement Support process optimization efforts in collaboration with upper management, identifying areas for enhancement.
– Adherence Monitoring: Ensure team adherence to schedules and shift assignments, addressing any issues promptly.
– Internal Investigations: Investigate escalated matters internally among team members to resolve conflicts and improve team dynamics.
Job Requirements & Skills:
– Education: Bachelor’s degree is required.
– Language Proficiency: Fluent in English (C1 level).
– Experience: Minimum of 3 years in a supervisory or team leader role within a call center environment.
– Performance Metrics Knowledge: In-depth knowledge of performance metrics and their application in a team setting.
– Technical Skills: Advanced proficiency in MS Excel and familiarity with other MS Office applications.
– Communication Skills: Excellent verbal and written communication abilities, along with strong leadership skills.
– Organizational Skills: Exceptional organizational and time-management skills with the ability to multitask effectively.
– Decision-Making: Strong decision-making abilities, capable of assessing situations and taking appropriate actions.
– Management Training: A degree in Management or equivalent training in team leadership is a plus.
– Analytical Skills: Proficient in analyzing call center data and preparing reports for upper management.
– Interpersonal Skills: Strong interpersonal skills, with a proven ability to stay calm under pressure and handle challenging situations.
– Customer Service Knowledge: A solid understanding of the company’s products, services, and customer service policies.