Operational Supervisor

17 hours ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 8,00,000 - ₹ 12,00,000
Job Title

Operational Supervisor.

Job Description:

The Operational Supervisor is accountable for managing the day-to-day activities of a team of call center associates. This role ensures that performance metrics are achieved by providing regular coaching, motivation, and accountability.

  • Manage the daily supervision of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
  • Effectively coach direct reports on their performance to ensure that performance metrics are achieved at a minimum weekly basis.
  • Identify performance-related issues, develop an action plan for improvement, implement corrective action up to and including termination of employment.
  • Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input.
  • Stay current on internal work processes, policies, and procedures.
Candidate Profile

Associates degree in a related field with two to four years of relevant experience preferred.

  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Work well under pressure and follow through on items to completion.
  • Strong communication skills, both written and verbal.
  • Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Ability to mentor, coach, and provide direction to a team of employees.
  • Willingness to work a flexible schedule.
Career Level Description

This role receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized lines of business. Decisions are guided by policies, procedures, and business plans; receives guidance and oversight from manager.

  • Manage the employment status of call center associates and participate in the transfer, promotions, or regularization of call center associates.
  • Exercises independent judgment and discretion in the performance of main functions as a means to implement management policies.
  • Exercises authority to manage the employment status of a group of employees, including identifying and addressing misconduct, policy, and process violations of call center associates.
  • Stay current on internal work processes, management policies, and procedures and ensures implementation of the same.

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