Operations Supervisor

Job Details:

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


Qualifications :

1) Minimum 1-2 years' experience in a contact center /BPO operations supervisory role.
2) Must have GDS (Global Distribution System) experience of at least 3 years
3) Strong people management skills with the ability to lead, motivate and develop a team
4) Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
5) Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
6) Proficient in using contact center software and reporting tools
7) Understanding of contact center metrics and the ability to drive performance improvements
8) Familiarity with compliance and quality assurance processes in a contact center environment
9) Willing to work on a shifting schedule.

Recruitment Process:
Validation-1 layer of interview for now (Hiring Leader)


Pre-Screening Notes:

1) Educational Attainment
2) Years of experience in a BPO or Contact Center Operations supervisory role
3) Years of experience in the Travel and Hospitality industry
4) Years of experience using GDS (Global Distribution Systems)
5) Last Drawn Salary
6) Expected Salary