Job Summary
The Operations Supervisor will be responsible for overseeing daily team operations, ensuring efficiency, quality service delivery, and achievement of key performance targets. This role requires strong leadership, problem-solving skills, and the ability to motivate and guide a team in a fast-paced environment.
Responsibilities
• Team Leadership & Performance Management:
o Supervise, coach, and mentor team members to optimize performance.
o Monitor productivity and service quality, providing regular feedback and support.
o Conduct performance evaluations and implement improvement plans as needed.• Operational Efficiency & Compliance:
o Ensure adherence to company policies, procedures, and service level agreements
(SLAs).
o Identify and implement process improvements to enhance team efficiency.
o Maintain compliance with company standards and industry best practices.• Service Quality & Issue Resolution:
o Handle escalations and provide timely, effective resolutions.
o Monitor service interactions to ensure quality standards are met.
o Support team members in addressing challenges and improving customer
satisfaction.• Reporting & Data Analysis:
o Analyze performance reports to identify trends and areas for improvement.
o Prepare and present operational reports to management.
o Use data insights to drive strategic decision-making and optimize team outcomes.• Workforce Management & Scheduling:
o Manage team schedules, attendance, and adherence to shift requirements.
o Collaborate with other departments to ensure proper staffing and workload
distribution.
Qualifications
• Experience: Minimum of 2-3 years in an operational role, with at least 1 year in a
supervisory capacity.• Skills & Competencies:
o Strong leadership and coaching abilities.
o Excellent communication and interpersonal skills.
o Ability to analyze data and drive performance improvements.
o Problem-solving and conflict resolution skills.
o Proficiency in operational tools, reporting systems, and performance tracking
