Supervisor, Operations

Job Summary

The operations Supervisor reports directly to the Operations Manager.

Main Objectives: 

Team Attendance

○ Monitors attendance of the customer service representatives

○ Compares login time on the Avaya with the Biometrix data.

○ Uses the Biometrix data to monitor tardiness.

Balancing of Server

○ Uses CMS Supervisor tool to generate weekly server assignment for each representative

○ Balances Miami and Atlanta server for every shift to ensure all calls are catered on time

Team Communication and feedback

○ Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.

Department QFN (Attendance) for the day

○ Checks and updates attendance template

○ Records number of absences and the reasons ands sends it to the Senior Manager through email.

Manual Logger and Verint Exception Logger

○ Collates and files reps break schedules based on the data displayed on Verint.

○ Manually enters acceptable authorized behavior on Verint for exemption.

Scorecard

○ Collates from the main file Scorecard data and transfers it to a One on One form.

○ Conducts one on one coaching on rep’s scorecard twice a month.

NTE, DA and Coaching Log

○ Extracts from the main file a serial number to ensure integrity of the memo/document.

○ Tenders memos to the representative in accordance to the offense being committed.

○ Submits memos to the HCD for safekeeping and future reference.

Job Profile

Center Updates and URECAF

○ Disseminates updates to the team during the post shift meeting.

QA Update, QA score, QA Document and RCA

○ Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unacceptable QA scores are served.

○ Assists QAR in conducting RCA for Miami and internal evaluation.

○ Participates in the activities initiated by the QAR for the betterment of the Team’s Performance.

10 day Planner

○ Records schedules for rep’s one on one coaching and activities that will enhance his performance

Area of expertise (Skills)

At least 1 year experience in team leadership in a Call Center setting or other related work.

Other Skills and Experiences (Min)

Six Sigma Certified (preferrably) 

Education