Summary

Administers company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations. Maintains effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes, and expectations.

YOUR DAY TO DAY

•Enforces the development of the supervisors' team by including establishing performance expectations, training, coaching, and performance appraisals.

•Oversees and reviews the daily operational process to ensure that results are reported accurately.

•Maintains effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes, and expectations.

•Implements innovative approaches to maximize efficiency and profitability.

•Ensures Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.

Qualifications

• Strong Level of English oral and written communication skills (B2-C1 in CEFR) and excellent interpersonal and communication skills.
• Availability to work at office/site, GDL with schedule flexibility.
• 1+ year of experience in a supervision position with 1+ year of experience in the Call center/BPO industry.
• Intermedium-advanced Excel skills is required.
• Flexibility and versatility in problem analysis and resolution. Ability to communicate across functional lines particularly as regards operational development.
• High attention to details required. High sense of urgency.