Contact Centre Operations Supervisor

National Pen - Tunisia - Tunis
National Pen

JOB :  Contact Centre Operations Supervisor 

REPORTS TO: Operations Manager

SUPERVISORY RESPONSIBILITIES

Responsible for the overall direction, coordination, and evaluation of an Operations Team.  Carries out supervisory responsibilities in accordance with National Pen's policies and applicable laws. Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Leadership/Team Management
  • Monitor, motivate, coach and train Associates to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment and feedback
  • Supervise and coordinate activities with direct team and with department.
  • Keep Department Manager informed and aware of any escalating problems regarding products, customer complaints, employee issues, departmental issues and any other matters involving or effecting the Department.
  • Issue written and oral instructions and assist with questions and training of agents.
  • Supervise and manage the performance of each direct report on a daily basis.  This includes productivity, accuracy, call quality, sales and attendance.
  • Manage employee productivity and performance.
  • Study and recommend procedures to improve efficiency of department, processes and employees.
  • Compile data and trends to aid in creating & maintaining complete documentation of performance improvement conversations and actions
  • Effectively create, issue and manage employee Performance Reviews and Performance Improvement Plans, when necessary in an effort to ensure that individuals meet objectives
  • Other duties and Special Projects as assigned.
  • Setting/clarifying requirements and expectations for Associates. Ensuring disciplinary actions for front-line employees occur in transparent, accurate and timely manner
  • Preparing, maintaining and updating personnel records, reports and documentation as identified and requested
  • Communicating and maintaining National Pen's vision, direction and culture to the team 

  • Operations Excellence/Process improvement:
  • Ensuring high compliance to operational processes
  • Participating in cross-functional communications and meetings to support achievement of the center's goals
  • Representing the Voice of the Customer by appropriately escalating feedback to the relevant functions or other internal customers for resolution
  • Working with the management team to develop processes to respond to needs concerning customer satisfaction
  • Finding creative solutions to effectively address internal and external customer queries and concerns
  • Leading and facilitating change with a positive attitude 
  • General/Other:
  • Supporting and assisting with hiring, training and maximizing staff productivity and impact
  • Performing contact center activities as needed as well as additional responsibilities as requested 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

Min 3+ years experience in a contact center environment. Supervisor experience preferred but not required.  Microsoft Excel, Microsoft Word. Powerpoint and Outlook proficient.

LANGUAGE SKILLS

Excellent written and oral communication skills. Ability to read and interpret documents such as training materials and procedure manuals.  Ability to speak effectively before groups of employees in the organization.

MATHEMATICAL SKILLS

Must possess the ability to work accurately with numbers and data in a fast paced, productivity-oriented environment.  Ability to calculate figures and amounts such as discounts and percentages.   Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute percentage.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of variables in situations. Ability to define problems, lect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions, some technical, and deal with abstract and concrete variables.

THE ABOVE DESCRIPTION COVERS THE MOST SIGNIFICANT DUTIES PERFORMED BUT DOES NOT EXCLUDE OTHER OCCASIONAL WORK ASSIGNMENTS NOT MENTIONED.  THE INCLUSION OF WHICH WOULD BE IN CONFORMITY WITH THE FACTOR DEGREES ASSIGNED TO THIS JOB


Post date: 18 May 2018
Publisher: Tanqeeb.com

Post date: 18 May 2018
Publisher: Tanqeeb.com