Lead Supervisor, Operations

11 hours ago

Lahore, Punjab, Pakistan ibex Full time 900,000 - 1,200,000 per year
Overview

Oversee activities of all teams and hence of Contact Centre in their respective shifts to insure quality performance and smooth operation.

Responsibilities
  • Conduct analysis of yesterday's performance
  • Highlight high & low performers of each Supervisor reporting to them
  • Make sure white boards are updated and announce high rollers of the day & Maintain energy on the floor
  • Conduct sessions with agents that known good performers but are not performing & with agents that have been coached by Sups but are not improving
  • Send swap/leave/coverage requests to manager operations for approval
  • Prepare lists of focus areas on which sups will conduct sessions after closely going through cancellations / feedbacks
  • Listen to calls with Sups to see if supervisors are able to identify areas where agent needs coaching thus helping Sups to improve.
  • Report shift activity to managers
  • Co-ordinate with WFM/Tech and relevant teams in the time of system issues/outages and work to resolve the issue
  • Co-ordinate with HR, Tech and relevant teams to ensure agent's IDs are created, mapped and synchronized at BPO portal.
  • Share Cancellation/Install Rate/Close rate reports with agents
  • Address concerns of agents relating to matters of adherence, attendance, performance and issues with other departments – CT, Admin, HR, and Finance.
  • Perform tasks assigned by Manager operations and Work as secondary POC if manager is not available
  • Co-ordinate with verification team to ensure best practices are being implemented in the calls. He may suggest changes in process of cancellation to manager operations.
  • Setting and meeting performance targets for speed, efficiency, sales and quality;
  • Monitoring random calls to improve quality, minimize errors and track operative performance.
Qualifications
  • Bachelor's Degree
  • 2-3 years of Customer Services experience
  • Good email writing skills
  • Strong Leadership and Organizational skills
  • Interpersonal skills
  • Multi-tasking & Team Developing Skills
  • Reporting and Analytical Skills
  • MS Office especially Excel and PowerPoint
  • Excellent written and Verbal Communication Skills

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