Operations Supervisor - Inktel
Job Description: Our dynamic Operations Team is currently in search of a Supervisor who will lead a diverse and thriving team with one of our exclusive brand partners. This position will report directly to an Operations Manager.
Location: Barranquilla.
Schedule: Full Availability - TWO DAYS OFF (No se superan las 46 horas de trabajo semanal, los horarios son rotativos cada dos semanas aproximadamente).
The successful candidate will:
* Love to tackle challenges and develop innovative solutions to address those challenges
Be self-driven to achieve excellence in everything they do
Be motivated, reliable, and persistent
Have strong ethics and integrity
Be enthusiastic, have a positive mindset, and know how to have fun
Continually be growing by setting and obtaining personal goals and challenges
Have a passion for world-class customer service
Have raving fans in past employers
Able to work successfully with a diverse group of people and be a team-player
Understand that fun is part of the equation and knows how to celebrate small wins.
RESPONSIBILITIES
Lead a team of 12-18 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential
Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met
Drive a culture of accountability, continuous improvement, and personal excellence
Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers
Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices
Develop and audit quality assurance strategies to ensure the delivery of world-class service
Be a subject matter expert on your clients business; earn their respect by demonstrating your knowledge and commitment to their program in all interactions
Implement strategies to ensure attrition remains at an acceptable level
Other duties as assigned
At least one year of experience as a Supervisor in the BPO industry (No team leader, SME, floor support, coach or related, the name of the position must be Operations Supervisor)
Advanced english level C1 (This is a client facing position)
Excellent personal presentation
Coaching skills
KPIs management knowledge