Description
To provide support, leadership and guidance to a team of Customer Service /Sales Representatives while ensuring the successful delivery of quality service to the Clients.At itel-BPO Solutions we have four values that stand behind everything we do. Incorporating these in all we do elevates our brand and makes a meaningful difference in our communities.
Our 4 Y‘s are:
- QualitY
- IntegritY
- ReliabilitY
- FamilY
The Operations Supervisor will provide support, leadership and guidance to a team of Customer Service while ensuring the successful delivery of quality service to the Clients.
KEY RESPONSIBILITIES:
- Meet contractual KPIs on a consistent basis while maximizing overall production.
- Support and Lead the team of CSRs, review agents daily results, concentrating on performance and contractual standards.
- Assist with the development of each agent and conduct weekly one-on-one coaching sessions on a consistent basis
- Create and maintain a professional environment to keep performance and motivation high
- 1-2 years’ experience in a supervisory role
- Excellent leadership skills
- Excellent problem analysis and problem-solving skills
- Excellent communication and customer service skills.
- High level of competence in MS Office
- Minimum typing speed of 20 to 30 wpm
- Must possess a valid Jamaican ID (Passport, National ID or Driver’s License)
We offer the following to ensure an enjoyable work experience
- Excellent training and support - to help you obtain bonus compensation and feel comfortable servicing our customers.
- Opportunity for advancement -75% of our leaders, managers, and operational personnel started their careers in this entry level position
- Competitive Salary-including a base and incentives
- Health and Life Insurance
- Lunch benefits
- Free transportation
- Free Wi-Fi
- Beautiful location, cafeteria onsite, Chill room, friendly staff
- A fun environment! We respect our employees and strive to make our environment exciting and fun!
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