• Operations Supervisor

    Location Georgetown - Guyana
    Job ID 2018-1047
    Category
    Customer Service/Support
  • Overview

    Do you have experience in a supervisory position? Are you a team player?

     

    Then join us! We are looking for OPERATIONS SUPERVISORS who can join our team.

     

    As an Operations Supervisor at Emerge, you’ll be responsible for managing and developing a team of assigned representatives to meet and exceed performance, quality and customer and client satisfaction by providing them with guidance and support.

    Responsibilities

    • Support, motivate, evaluate and develop call center representatives.
    • Coordinate and conduct coaching on daily/weekly/monthly basis.
    • Monitor representative’s performance to give feedback and coaching.
    • Evaluate staff training needs and ensure that employees have appropriate training to complete tasks.
    • Help the team to understand performance metrics and provide real-time support to representatives who experience difficulties with customers.
    • Prepare call center performance reports by collecting, analyzing and summarizing data and trends.
    • Forecast and track key account metrics.
    • Manage by call center reports and data.

    Qualifications

    • Diploma in Business Administration or related field
    • Minimum of two years’ experience in a customer service/relations oriented organization
    • Knowledge of market research in the BPO industry
    • BPO contact center experience preferred

    Skills

    • Knowledge and understanding of customer service principles and customer service metrics
    • Knowledge of customer best practice and standards
    • Excellent interpersonal and communication skills
    • Problem solving/analysis
    • Excellent organizational skills
    • Results-oriented approach

    Job Type

     

    Full-Time Position

     

    Compensation

     

    Competitive compensation offered.

     

    Workdays & Hours

     

    Shifts are flexible starting 8:00 AM – 10:00 PM EST*, Mon-Sun.

     

    Only shortlisted applicants will be contacted.

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