Operations Supervisor - Non Voice Account

Basic Qualifications:

• Candidate must possess at least a Bachelor's/ Degree , Post Graduate Diploma / Master's Degree, any field.
• Handled Cluster of Team Leaders.
• Required skills: root cause analysis, People Management./ Project Management
• At least 2-3 years of working experience as an Operations Supervisor in BPO Industry
• 3 Full-Time position(s) available.

Role Functions:

1. Ensures productivity meets or exceeds service and quality standards
2. Manage, Monitor, drive performance to meet SLAs and KPIs including Sales conversion required by the and the client.
3. Establish operations objectives and plans, delegates assignments to subordinates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction
4. Provides immediate supervision to a unit, assigning tasks, checking at frequent intervals and maintaining schedules
5. Plan, Coordinate, Develop and Administer program for the account
6. Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility
7. Manage and monitor site and cluster's Attendance
8. Implement and Monitor Adherence to High Level Security for the Business.
9. Create Processes and Practices in Adherence to Client Requirements
10. Manage and monitor site and cluster's Attrition
11. Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations
12. Ensure and participate to individual development plan and proposals aligned to the business goals of the organization
13. Do Root Cause Analysis to identify AFIs and create action plans/goals to improve and bridge gaps
14. Efficiently coach subordinates in meeting the metrics
15. Intensive Coaching and Feedback for Team members and Subordinates
16. Collaborate with different support groups- Recruitment, , Quality, HR, Workforce- to improve employee profiling and performance
17. Conducts regular performance management to improve challenged members of the team
18. Manage Attendance Standards and compliance and Leaves of Absence in accordance with policy and practice
19. Implement all disciplinary actions, up to and including termination, in accordance with policy. Document issues, actions taken and plan for follow up for agent's HR file.
20. Review and approve payroll administered by agents in accordance with policy and procedures.
21. Prepare, process and conduct annual appraisal for agents on time, review 3 month job discussion with new employees with new employees and annual review.