Operations Supervisor

Job Responsibilities:
* Manage operations team leaders according to the span of control to ensure delivery of service.
* Keep management informed about issues and problems & set the corrective action.
* Assisting the Contact Center Manager in Team Leaders selection as well as preparing the supportive documents and needed reports.
* Managing the account after the implementation phase within the scope of work defined with the Client and making sure that the processes are capable to meet the client's requirements and targets.
* Measure and evaluate leaders performance with key metrics.
* Managing Team performance and following up on their progression& Conduct performance appraisal with the team to track the performance.
* Manage Team Leaders (KPIs, attendance, etc…) through the monthly one on one meetings and review the agents' targets, KPIs and set a proper action plan when needed.
* Discover training needs for both leaders and agents and organize development plans.
* Contribute to related stakeholders in preparing reports before weekly, monthly, Quarter Business Reviews.& analyzing the account performance results compared to KPIs to identify areas to be improved.
* Finalizing account's Payroll.
* Preparing reports and analyzing data for improving the performance.
* Monitoring real time basis and taking immediate action to improve SLA, and agent utilization.
* Logging the customer problems and following problem-solving methods which are problem definition, analysis of data, implementation of the solution and evaluation results.
* Supervise the operations team to ensure that the targets are met.
* Verifying Team Leaders and agents' knowledge through tests, and observations.
* Conduct investigations toward operations complaints and make sure that the proper action is taken in accordance with Majorel policy.
* Monitor work to identify issues and track progress.
* Creating a pleasant working environment that inspires the team.
* Make sure that the proper actions are taken according to policy.
* Ensure understanding & compliance with Majorel vision mission and values and follow regulatory Majorel policies & procedures.
* Performs miscellaneous job-related duties as assigned.
Job Requirements:
* Bachelor's degree.
* Level of English: Excellent Level.
* Experience in Call Center ‎2 years and minimum year as a Team Leader.
* Strong understanding of company products, policies, and services.
* Excellent customer service skills.
* Results & customer-oriented.
* Excellent organizational Skills.
* Proficient with MS Office.
* Presentation & Skills Conflict Management.
* Awareness of account's Knowledge.
* Monitoring and Coaching skills.
* Analytical and Critical thinking.
* COPC oriented.
* Motivation Skills
* Exceptional verbal and written communication skills.
* Excellent leadership & Time Management
* Strong problem-solving ability and Decision Maker.
* Multitasker