Operations Supervisor

Gratitude Inc

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19 hours ago

Operations Supervisor

1-30 Year(s)

40 - 45 Thousand p.m

Manila (Pasig)

Job Description

Key Skills

Supervisor Skills Contact Centre

3 candidate(s) have already applied for this Job. Apply now

Job Title: Operations Supervisor
Account: German appliance brands.
Salary: 40-42k
Work location/Set up: Onsite/ TP Silver City
Shift Schedule: GY
Headcount: 16

Job description:
Manage a team of customer service representatives, providing coaching, training and performance feedback
Monitor and analyze team and individual performance metrics to identify areas for improvement
Implement effective quality assurance processes and provide feedback to drive operational excellence
Collaborate with department heads to optimize workflows and implement new policies or procedures
Foster a positive, motivating team environment to support high staff engagement and retention
Identify and address any operational issues, escalating to senior management as needed
Ensure full compliance with client requirements, contractual obligations and internal policies

What we're looking for
Minimum 1-2 years' experience in a contact center operations supervisory role
Strong people management skills with the ability to lead, motivate and develop a team
Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
Proficient in using contact center software and reporting tools
Understanding of contact center metrics and the ability to drive performance improvements
Familiarity with compliance and quality assurance processes in a contact center environment
Willing to work on a shifting schedule.
Open to supporting the US, Canada, Australia, or UK markets, with schedules aligned to the assigned region

Interested and qualified Candidates should send their CV to esther.igweonu@gratitudeindia.com

Role

Any Other

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

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