MAIN JOB OBJECTIVE: The Operations Supervisor will serve as the primary point of contact between agents and Granada, having the responsibility to implement different ways to achieve client expectations by planning and implementing call center strategies, improving systems and processes and to grow the accounts by effectively manage the assigned group.
MAIN ACTIVITIES:
Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time, strategic focus during the Employee Integration Process to effectively onboard new hires and set our company expectations.
Effective communication with peers and subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing agent authentications and results analysis.
Drive Quality Assurance and Operational metrics by randomly monitor agents, set check points with Supervisors to guarantee immediate response to answer any product related questions.
Quality systems and process improvement for quality assurance programs.
o Perform at least one monitoring evaluation with each agent every week.
o Spend 30 minutes to one hour monitoring the agent.
o Spend 20 to 30 minutes reviewing the agent's performance with the agent. Using a formal monitoring checklist.
o Manage by randomly monitor agents and set check points with agents to ensure immediate response to answer any product related questions.
Take calls frequently, either the ones your agents can't handle or simply to stay current with product knowledge.
Always be available when an agent appears to need assistance.
Motivate and encourage agents through positive communication and feedback.
Meets call center financial objectives by maximizing assigned LOB agent hours, keeping right on goal internal indicators and efficiency related metrics (adherence, conformance, etc).
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Create and maintain files on each agent as they relate to attendance, production, and reviews.
Provides weekly feedback to agents, following up on agreed upon improvement actions.
RESPONSIBILITIES:
Maximize invoices and increase efficiencies by managing LOB staff (hours), preparing work schedules according to client needs and ensuring adherence to staffing requirements by the agents.
Coordination and supervision of the assigned LOB by following Granada's Operational cycle.
Keep agents aware of LOB behaviors by creating team huddle sessions (weekly basis)
o Review last week's events, including statistics, results and LOB news.
o Spread new product information to the agents.
o Discuss a sales theme or point-of-interest topic for the agents.
o Introduce new staff members.
o KUDOS to all those top performers.
o Communicate company information.
o Answer questions and comments.
o Provide agents with a glimpse of future weeks.
Monitor internal and client KPIs which impact our business and client relationship.
Motivate and encourage agents through positive communication and feedback.
Share GPR on a daily basis with agents, to provide visibility and motivate improvement.
Establish SMART goals with every agent, based on previous data analysis.
Review and creation of performance reports to measure productivity and goal achievement. Prepare and attend weekly client WBRs.
Ensure the follow-up to internal and client objectives by Action plan follow-up.
Adequate usage of corporate tools and social media.
AVAILABILITY:
Full time availability, working on weekends and holidays when necessary.
Able to travel 25% of the time.
COMPETENCES:
Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques, call center production methods, and coordination of people and resources.
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
SKILLS:
Active Listening - Giving full attention to what other people is saying, taking time to understand the points being made.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension - Understanding written sentences and paragraphs in work related documents or client e-mails/communications.
Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time, strategic focus during the Employee Integration Process to effectively onboard new hires and set our company expectations.
MINIMUM QUALIFICATIONS:
At least 1 year of call center management experience.
