Operations Supervisor

Recruitment Supervisor at EPX: EPERFORMAX CONTACT CENTERS Responsibilities: Facilitate the development of team lead performance by conducting individual coaching sessions using the team lead scorecard, on a bi-weekly basis or more frequently, as needed, using EPX COACHing Model. Ensure that team leads follow TIER by observing team huddles and providing feedback using TIER. Facilitate daily/weekly performance check‑ups and reviewing TL reports (e.g., attendance tags, floor sweep report, daily schedule compliance, forecast report, etc.) to support team leads in their daily tasks, responsibilities and providing real‑time support to the team. Effectively create team lead schedules, rosters and floor seat plans on a regular basis, and review, validate and approve requests within authorization limits (e.g., leave requests, credit requests, and endorsement of team leads’ tasks to other team leads) to support the real‑time needs of the team. Effectively manage site/LOB real‑time performance by reviewing and consolidating real‑time reports (e.g., staffing, attendance, adherence, absenteeism, attrition, forecasted attrition, AHT, transfer rate, hold time, ACW, interval report, call‑in report, system issues, OTP, coaching opportunities, etc.), communicating recommendations to the Operations Manager, and collaborating with TLs and other departments to implement action plans and projects to meet client requirements. Effectively manage site attrition by performing agent intervention sessions, FGDs and collaborating with TLs and other departments to implement action plans and projects and ensure teammate engagement. Facilitate the career development of TLs by conducting individual career development discussions on an as needed basis. Uphold client policies to ensure that the client’s business and its customers are protected. Effectively manage situations that require use of judgement to identify, communicate and resolve issues including closing team and teammate feedback, and taking 2nd level and executive escalations, whenever applicable. Report and collaborate with the other departments and the client, to address system issues. Build a strong working relationship with team leads and other departments. Build a strong team by interviewing officer candidates, facilitating FGDs, motivating team to prevent attrition, realigning roster (quarterly), and maintaining an effective working relationship with officers and other departments. Ensure accuracy of teammate attendance bonus and incentives, team lead attendance bonus, cluster performance bonus, timekeeping, officer bonuses and validate teammate bonus disputes. Effectively mentor officers to support promotions to the next level Uphold company mission, policies and procedures and serve as role model to team members by modeling the company’s values of honesty, trustworthiness, truthfulness, and respect in all actions. Perform ad hoc tasks to support departmental needs and functions. Requirements: Candidate must possess a bachelor’s degree in business‑related field or at least 2 years of working experience as a supervisor in a call center/BPO industry specializing in service desk, team management and performance. Has a background in client and performance management. Strong leadership skills and ability to perform a wide range of duties. Excellent verbal and written communication skills. Strong organizational, presentation, interpersonal and consultative skills. Proficient in creating reports and in using MS Office. Must be willing to work flexible schedules (including weekends and holidays). #J-18808-Ljbffr