Customer Service Domestic Voice Supervisor-bps

2 weeks ago

India Hexaware Technologies Full time

Education - Mandatory: Graduate

Experience - Min 2 yr of experience as Operations Manager, Overall 10+ year's experience.

Job Responsibilities:

- Ensure timely escalation of operational risks to management by assessing the severity and potential impact of issues encountered.
- Develop and implement comprehensive training plans for staff, ensuring that all team members are equipped with the necessary skills and knowledge.
- Conduct daily huddles to communicate priorities, address concerns, and foster a cohesive team environment.
- Participate actively in monthly documented Quality Control Meetings (QCMs) to ensure adherence to operational standards.
- Monitor team productivity closely and provide feedback or corrective actions as necessary to maintain high performance levels.
- Facilitate and contribute to team meetings, promoting open communication and collaboration among team members.
- Evaluate the effectiveness of training programs and report findings to management, making recommendations for improvements.
- Ensure adherence to resolution expectations, providing direction and support to team members to achieve desired outcomes.
- Identify patterns or trends in operational issues and recommend solutions to prevent recurrence.
- Maintain a clear understanding of company policies and procedures to guide decision-making processes.

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