Supervisor de Operaciones BPO con comisiones

Operations Supervisor - Inktel

Job Description: Our dynamic Operations Team is currently in search of a Supervisor who will lead a diverse and thriving team with one of our exclusive brand partners. This position will report directly to an Operations Manager.

Location: Barranquilla.

Schedule: Full Availability - TWO DAYS OFF (No se superan las 46 horas de trabajo semanal, los horarios son rotativos cada dos semanas aproximadamente).

The successful candidate will:

* Love to tackle challenges and develop innovative solutions to address those challenges

• Be self-driven to achieve excellence in everything they do

• Be motivated, reliable, and persistent

• Have strong ethics and integrity

• Be enthusiastic, have a positive mindset, and know how to have fun

• Continually be growing by setting and obtaining personal goals and challenges

• Have a passion for world-class customer service

• Have raving fans in past employers

• Able to work successfully with a diverse group of people and be a team-player

• Understand that fun is part of the equation and knows how to celebrate small wins.

RESPONSIBILITIES

• Lead a team of 12-18 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential

• Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met

• Drive a culture of accountability, continuous improvement, and personal excellence

• Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers

• Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable

• Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices

• Develop and audit quality assurance strategies to ensure the delivery of world-class service

• Be a subject matter expert on your client’s business; earn their respect by demonstrating your knowledge and commitment to their program in all interactions

• Implement strategies to ensure attrition remains at an acceptable level

• Other duties as assigned

• At least one year of experience as a Supervisor in the BPO industry (No team leader, SME, floor support, coach or related, the name of the position must be Operations Supervisor)
• Advanced english level C1 (This is a client facing position)
• Excellent personal presentation
• Coaching skills
• KPI's management knowledge