Business Process Operations Supervisor

Job Title: Business Process Operations Supervisor

Job Description:

• This role oversees the daily activities and growth of supervisors within a complex call center environment, ensuring quality from start to finish.
• The supervisor will conduct regular business meetings with direct reports to complete performance reviews and coaching for maximum quality and production.
• The Operations Manager will work closely with the site director and client account managers to ensure adherence to corporate policies and procedures.
• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
• Coach and develop direct reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategy to ensure customer satisfaction in all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Responsible for the overall performance and productivity of direct reports.
• Responsible for weekly payroll review and submission to ensure correct entries.
• Responsible for driving revenue and profit growth originating from a call center.
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Monitor individual and team results to identify and act on positive and negative performance.
• Communicate key messages effectively to inform direct reports of process changes.
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
• Work with other departments in the organization to achieve shared goals.

Required Skills and Qualifications:

• Must be at least 18 years old.
• High school diploma or equivalent required.
• Experience with data entry using a computer is necessary.
• The ability to read and speak English fluently is required.
• A wired, high-speed internet connection (Download speed of 20Mbps+) is necessary.
• Excellent organizational, written, and oral communication skills are required.
• Ability to type swiftly and accurately (20+ words per minute).
• Ability to work regularly scheduled shifts within our hours of operation including training.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) is necessary.
• Familiarity with computer and Windows PC applications and the ability to learn new systems.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem-solving, and negotiation.
• Customer service orientation is required.
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation and customer focus are essential.
• Ability to thrive in a fast-paced environment where change and ambiguity prevail.
• Excellent interpersonal skills and ability to build relationships with teams and customers.

Benefits:

• HMO coverage plus dependent care.
• Rice allowance.
• Clothing allowance.
• Laundry allowance.
• Meal allowance.
• Performance and loyalty bonuses.
• Regular employee shuttle services.
• Company retreats and off-site events.
• Sharpen social skills while meeting people and making friends.

Others:

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty pounds.