Customer Service Domestic Voice Supervisor-BPS

Education - Mandatory: Graduate

Experience - Min 2 yr of experience as Operations Manager, Overall 10+ year's experience.

Job Responsibilities: 

• Ensure timely escalation of operational risks to management by assessing the severity and potential impact of issues encountered.

• Develop and implement comprehensive training plans for staff, ensuring that all team members are equipped with the necessary skills and knowledge.

• Conduct daily huddles to communicate priorities, address concerns, and foster a cohesive team environment.

• Participate actively in monthly documented Quality Control Meetings (QCMs) to ensure adherence to operational standards.

• Monitor team productivity closely and provide feedback or corrective actions as necessary to maintain high performance levels.

• Facilitate and contribute to team meetings, promoting open communication and collaboration among team members.

• Evaluate the effectiveness of training programs and report findings to management, making recommendations for improvements.

• Ensure adherence to resolution expectations, providing direction and support to team members to achieve desired outcomes.

• Identify patterns or trends in operational issues and recommend solutions to prevent recurrence.

• Maintain a clear understanding of company policies and procedures to guide decision-making processes.