Operations Supervisor

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee team performance metrics and key performance indicators.

• Facilitate pre-shift, post-shift, and in-shift team meetings.

• Conduct weekly coaching sessions for each agent, which include feedback, performance evaluations, and goal setting.

• Execute at least one quality audit per agent each week and upload the findings to GC Central and Verint.

• Identify employees at risk and implement strategies to enhance retention.

• Address performance-related issues in a timely manner.

• Analyze client call-outs to pinpoint opportunities for agent or process improvement.

• Review and follow up on Coaching Opportunity Reports, ensuring coaching sessions are completed and confirmed within 48 hours.

• Keep current records of disciplinary actions, Performance Improvement Plans, and coaching activities in the GC Central Coaching Tracker.

⛳️ Requirements

• Experience and qualifications are not explicitly outlined in the job posting.

• Capability to manage team KPIs, including Customer Satisfaction, Quality, Average Handle Time, Contacts Per Hour, Ticket Logged Ratio, Adherence, Attendance, and Shrinkage.

• Proficiency in conducting team meetings and weekly coaching sessions.

• Ability to perform quality audits and upload results to GC Central and Verint.

• Competence in managing attrition, addressing performance issues, and implementing retention strategies.

• Skill in reviewing call-outs and Coaching Opportunity Reports.

• Ability to maintain records of disciplinary actions, Performance Improvement Plans, and coaching activities.

🏝️ Benefits

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