Supervisor I, Customer Support/Operations

Job Summary:

The Operations Supervisor will lead a segment of the VitalChek support team, overseeing day-to-day operations in a high-volume, customer-facing environment. This role is responsible for managing team performance, driving operational excellence, and ensuring service delivery meets or exceeds defined SLAs. The supervisor will also play a key role in onboarding new hires, implementing process improvements, and supporting strategic initiatives.
In addition, the Supervisor will be accountable for fostering the growth and development of team members, ensuring they are equipped with the skills, support, and opportunities needed to thrive in their roles and progress in their careers.

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Accountabilities

• Manage the recruitment process in conjunction with Human Resources. Ensure new employees are oriented to the organization, its policies, facilities, etc.
• Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan, and coaching.
• Ensure quality of output by doing auditing, call observes and reviews. Ensure all work is completed according to established policies, procedures, and standards. Assist staff in adhering to work schedules and for projects to proceed according to plans/specifications.
• Manage stakeholder expectations and collaborates with cross functional partners to extend positive customer experience!
• Prepare reports and proactively liaise with key business owners and business partners to develop processes and procedures to improve service level achievement and meet changing business needs!
• Operational Excellence Advocate – facilitate a culture of continuous improvement.
• Employee Champion – develop strategies and help implement actions that enhance human capital contribution; ensure fair, ethical, and equitable people processes and practices.
• Responsible for all administrative tasks and other duties assigned

Qualifications:

• Bachelor’s degree holder
• 1-2 years of leadership experience in a BPO setup
• Familiar with BPO operations (understands AHT, NPS, SLA, etc.)
• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
• Proven success at managing change
• Strong organizational, prioritization and delegation skills
• Proven problem solving and analytical skills
• Detail oriented and project management skills
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

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