Operations Supervisor - BPO

About the role

itel is hiring a full-time Operations Supervisor in Montego Bay. The supervisor coaches, mentors and motivates team members to reach defined KPI targets, resolves customer escalations and advocates for customers, while taking part in activities that improve business processes and operational effectiveness.

Key responsibilities

• Drive departmental growth by hitting targets and managing a team.
• Design, suggest and implement strategic plans that improve processes.
• Assist with recruiting, objective setting, coaching and performance, keeping track of agent activity.
• Coach, train, counsel and discipline employees.
• Distribute daily reports covering individual agent audits, breach reviews and statistics, and send weekly email huddles with MTD, week-over-week and ranking data.
• Follow up on agent step goals and decide who should enter a Performance Improvement Plan.
• Hit monthly call review targets, including daily live monitoring, and analyse hours and adherence for all agents.
• Identify trends appealing to consumers, preside over staff meetings and develop future leaders.
• Handle customer complaints, questions and issues.

Required profile

• At least 5 CXC/CAPE subjects including English, Mathematics, Business and Science.
• Associate degree or higher preferred.
• 3-5 years of cumulative experience in the BPO sector, with 2+ years of supervisory experience.
• Satisfactory performance evaluation and no formal corrective action in the last six months.

Required skills

• Excellent leadership, problem analysis and communication skills.
• High level of competence in MS Office.
• Attention to detail, accuracy and time management.