SMDigital USA logo
SMDigital USA

Advertising Agency · Business Consultant · Internet Marketing Service

Operations Supervisor

OperationsOperationsFull TimeRemoteSeniorTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

62 days ago

Salary

0

Seniority

Senior

Associate Degree5 yrs expExperience acceptedEnglish

Job Description

Operations Supervisor

SMDigital USA

• Coordinate and help supervise the daily activities of the call center including selection, training, staffing, scheduling through the workforce management system, and maintaining quality standards. • Supervise by virtual “Zoom walkaround” (all business is WFH); be readily available to assist staff with escalated calls, customer concerns, and technology issues. • Keep Teammates motivated and engaged toward meeting individual and team goals. • Work collaboratively with the Talent Manager and provide management direction in their absence. • Participate in interviews, make hiring recommendations to the Manager, deliver training to staff, provide input to performance evaluations, and recommend disciplinary action to the Manager. • Develops a team environment that fosters growth and the desire to help others. • Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements. • Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs). • Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences. • Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving. • Participate in calibration sessions with Teammates, Quality Analysts and Workforce Analysts; coach Teammates regarding needed improvements. • Responsible for data collection, analysis and quarterly/ad hoc reporting. • Make recommendations to Leadership Team for procedural changes to increase efficiency. • Other administrative duties and special projects, as assigned by Leadership.

Job Requirements

  • Two-year degree from an accredited university; Four-year degree preferred; or experience in lieu of degree
  • 5 or more years of Contact Center experience, with at least 2 years of leadership or supervisory experience in a Contact Center
  • Highly developed verbal, interpersonal, and written communication skills
  • Positive attitude and ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients, and co-workers throughout the day
  • Demonstrated accuracy with consistent attention to detail
  • Possess independent judgment, discretion, and initiative in the absence of specific directions from management
  • Strong grammatical and typing/data entry skills with an emphasis on accuracy
  • Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service
  • Organized with excellent time-management skills
  • Maintains professional and technical knowledge
  • Advanced knowledge of procedures across multiple customers
  • Advanced knowledge of all working systems
  • Demonstrated proficiency in resolving customer complaints and escalations
  • Experience coaching/mentoring and motivating teams to achieve set goals
  • Proven ability to produce detailed system issue reports
  • Demonstrated proficiency in reporting and analyzing key contact center metrics
  • Experience utilizing workforce management solutions to project and maintain staffing levels
  • Ability to multi-task, communicate effectively, and remain organized and focused
  • Ability to follow documented protocols
  • Ability to meet and motivate team members to meet goals and targets
  • Unquestioned ability to perform the role with complete integrity and autonomy
  • Ability to provide positive/negative coaching feedback with an emphasis on skills development

Benefits

  • Competitive Salary
  • Quarterly Performance and Retention Bonuses
  • Comprehensive Health, Vision, and Dental benefits after 1 year
  • Paid vacation, personal time, and holidays
  • Employee Assistance Program (EAP)
  • Opportunity for career development
  • Lifelong Learning Classes through SMDigital University
  • Professional Leadership Development Courses
  • Business casual dress
  • Fun & exciting work culture

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