Operations Supervisor

Overview

The Operations Supervisor will provide ad-hoc support to newly trained advisors, ensuring they handle customer calls effectively and deliver high-quality service. This role involves evaluating and improving advisor performance, responding to ad-hoc requests for assistance, and sitting side-by-side with advisors to support their development and growth within the campaign. The ideal candidate will also lead a dedicated team responsible for delivering exceptional business partner support, driving performance, and fostering a culture of continuous improvement.

Qualifications

• Matric / Equivalent qualification.
• 2-3 years of experience in a Team Leader role within a contact center environment.
• Proven experience in a Sales & B2B environment (Essential)
• Experience in coaching and managing a team to meet performance targets.
• Knowledge of sales processes in a regulated environment is advantageous.
• Proficient in Microsoft Excel for tracking performance and generating reports.

Responsibilities

• Escalation Management: Resolve day-to-day escalations, focusing on first-time resolution to ensure customer satisfaction.
• Floor Support: Provide hands-on support to all advisors, ensuring they adhere to best practices and follow company processes.
• Continuous Improvement: Capture and implement continuous improvement opportunities and close the loop on identified gaps.
• Coaching & Development: Lead regular coaching sessions and refresher training for advisors, ensuring alignment with processes and high-quality customer service delivery.
• System Monitoring: Ensure that all systems and tools are functioning effectively, providing support when required.
• Performance Tracking: Monitor individual and team performance, providing feedback and taking corrective actions as necessary.
• Relationship Management: Foster strong relationships with business partners, ensuring effective communication and collaboration across teams and departments.