Operations Supervisor

· Oversees one or more teams of customer service representatives who handle customer service inquiries and problems via phone and/or email
· Monitors operations to ensure adherence to service level standards and company/department policies and procedures
· Ensures professional and courteous customer support services are delivered to promote a productive and positive relationship with customers
· Ensures adequate phone coverage including making decisions regarding scheduling changes
· Responsible for performance appraisals, disciplinary actions, hiring/interviewing, etc.
· Evaluates the quality of customer service associates calls from customers and provides feedback to associates on strengths and areas for improvement
· Tracks and reports team performance against objectives and foals, i.e. quality, call volume, customer satisfaction, etc.
· Communicates with clients and other departments to ensure quality service delivery and customer satisfaction

· Has at least 2 years of experience in a leadership role
· Highly reliable, dependable, and able to maintain attendance & punctuality
· Has aptitude for conflict resolution, develop solution and proactiveness
· Strong team orientation and highly collaborative
· Passion for leadership and mentorship
· Proficiency with technology, especially computers, software applications, and phone systems
· Exceptional verbal and written communication skills
· Strong understanding of company products, policies and procedures
· Analytical, efficient, and thorough
· Ability to remain calm and courteous under pressure

2/F CC11 Bldg., Bertaphil III Clark Center, Jose Abad Santos Ave, Clark Freeport Zone