Operations Supervisor

We are looking for a talented Operations Supervisor for our call center!

Job Description

Objective:

To supervise the development of the phone agents within their team, assuring the compliance of the performance and quality indicators established by the client.

Main Activities:

1. Elaborate weekly productivity reports.
2. Take escalation calls according to the line of business being supervised.
3. Solve the doubts of the phone agents on operational and administrative topics.
4. Monitor and audit calls for the correct follow-up of the procedures and guideline established by the client.
5. Coordinating calibration sessions with the phone agents while listening to calls and sharing the best practices.
6. Providing weekly feedback (or according to the necessity) to the agents under their management about the areas of opportunity or the compliance of the procedures.
7. Providi...