Supervisor, customer experience - care

OVERVIEW

The operations Supervisor reports directly to the Operations Manager.

RESPONSIBILITIES

Team Leadership & Management:

• Supervise, motivate, and coach a team of call center agents to meet performance goals.
• Manage daily operations, ensuring smooth workflow and adherence to service level agreements (SLAs).
• Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.

• Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.

Client and Stakeholder Management:

• Liaise with clients and internal stakeholders to ensure alignment on goals, expectations, and performance metrics.
• Prepare and deliver performance reports, action plans, and improvement strategies to clients and management.

• Tenders memos to the representative in accordance to the offense being committed.
• Submits memos to the HCD for safekeeping and future reference. Job Profile

Training & Development:

• Ensure agents are continuously trained in product knowledge, sales techniques, and marketing strategies.
• Develop and maintain training programs tailored to sales and marketing-related call center tasks.

• Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unsatisfactory QA scores are served.
• Assists QAR in conducting RCA for Miami and internal evaluation.
• Participates in the activities initiated by the QAR for the betterment of the Team’s Performance.

Operational Excellence:

• Monitor key performance indicators (KPIs) such as sales targets, call quality, and customer satisfaction.
• Drive continuous improvement in operational processes, workflows, and customer engagement strategies.
• Ensure compliance with company policies, client guidelines, and industry standards.

QUALIFICATIONS

Experience:

• Minimum of 1 year of supervisory experience in a BPO or call center environment.
• Strong background in sales and marketing campaigns, with experience in achieving sales targets and driving revenue is a plus.

Skills & Competencies:

• Proven leadership and team management abilities.
• Strong sales acumen, with the ability to coach and mentor agents on effective selling techniques.
• Excellent communication and interpersonal skills.
• Proficiency in CRM and call center software tools.
• Ability to analyze data, generate reports, and propose actionable insights.