Supports management in ensuring the effective and efficient operations of the department
Demonstrates strong knowledge of the current phone system
Operates the phone system to monitor call quality and associates' performance
Ensures that proper staffing levels are maintained
Oversees the accurate tracking of KPIs and performance metrics for associates
Monitors a minimum of four calls per associate monthly
Assists in planning monthly team activities
Collaborates with the Workforce Management (WFM) Analyst
Reviews and shares best practices with associates
Supports the resolution of customer issues
Effectively motivates, coaches, counsels, and evaluates the performance of associates
Partners with the Training Coordinator on all relevant training initiatives
Actively participates in departmental and cross-functional projects
Supervises team members to ensure accuracy and timeliness of task completion

1-3 Years of experience as Team Lead or Supervisor within Customer Service fields
Demonstrated leadership ability with a strong track record of motivating and developing high-performing teams.
Excellent written and verbal communication and interpersonal skills.
Solid understanding of BPO operations, industry best practices, and emerging trends.

Customer Service Operations Supervisor

Key skills