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 experience in a BPO environment Matric or equivalent - essential proven experience managing a team 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 #J-18808-Ljbffr
Operations Supervisor (779)
TELEPERFORMANCE
cape town, cape town
Published 17 days ago
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