*overview*:
as the next operations supervisor you will be leading a team of operative personnel to ensure the compliance of key performance indicators attendance, bonus' and queue monitoring on a day-to-day basis. Your core responsibility will be to ensure a strong and meaningful connection with your team members and work together to achieve a common goal.
*responsibilities & duties*:
- daily monitoring of operative queues to ensure the compliance of relevant service levels
- provide feedback to each member of your team to drive performance
- develop analysis of key performance indicators to be presented in monthly and quarterly business review to our senior management staff
- review staffing requests and availability for hire
- track seasonal events that can drive a high call volume
- analyze and propose continuous improvement initiatives
*qualifications*:
- advanced english level
- strong communication skills
- experience 1 year as supervisor in the call center industry
- in-depth understanding of effective feedback techniques
- strong work ethic and proactive
- structured and organized work style
- empathetic
- analytical
- strong decision-making skills