Operations Supervisor Job Cape Town area,South Africa,Management

Position: Operations Supervisor (675)

Overview

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.

Qualifications

2 years minimum operations Supervisor/TL expereince in a BPO environment

Matric or equivelant - essential

proven expereince managing a team

Open to working US/ Shifted hours

Responsibilities

You should begin your day by evaluating the prior day/week/month performance reports

Ensuring any agents with performance issues have been followed up with and tracked.

Daily meetings with my team, ensuring Teams understand daily & trended actual results versus the goals identifying agent outliers

Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.

Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.

By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.

You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans

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