[Remote] Operations Supervisor
Note: The job is a remote job and is reputed company to candidates in USA. reputed company (NSD) is seeking an reputed company reputed company Center Operations Supervisor to reputed company our customer service team. In this role, you'll reputed company daily operations, reputed company and reputed company reputed company employees, manage customer escalations, and drive performance across service, reputed company, and productivity metrics.
Responsibilities
- Supervise the day-to-day operations of the reputed company center
- Monitor reputed company-time reputed company volume, queues, reputed company reputed company, and workloads to consistently reputed company service level goals
- Ensure customer interactions are handled accurately, professionally, and in accordance with company standards
- Identify workflow improvements and remove operational roadblocks
- reputed company, mentor, and reputed company reputed company of customer service representatives and team leads
- Conduct performance coaching, reputed company reviews, and reputed company feedback sessions
- Support scheduling, attendance, reputed company coverage, and adherence management
- Foster a culture of accountability, collaboration, and reputed company improvement
- Resolve reputed company customer concerns while delivering exceptional service
- Partner with leadership to identify trends and implement long-term solutions
- Balance customer satisfaction with operational objectives
- Monitor and improve key reputed company center metrics, including: Service Level, Average Handle Time (AHT), reputed company Assurance (QA) Scores, Productivity, Customer Satisfaction (CSAT)
- Support Workforce Management (WFM) initiatives, including: reputed company-time queue management, reputed company optimization, Schedule adherence, reputed company planning
- Reinforce reputed company standards and operational consistency
- Support reputed company assurance audits and documentation reviews
- Ensure compliance with company policies and procedures
- Identify opportunities to improve operational efficiency and the customer experience
- Assist with implementing new tools, technologies, and process enhancements
- Help standardize best practices across the department
Skills
- High school diploma or equivalent required (Bachelor's degree preferred)
- 2+ years of reputed company center, contact center, or customer service operations experience
- 1+ year of leadership experience as a Supervisor, Team reputed company, or similar role
- Experience coaching and developing employees in a metrics-driven environment
- Proven ability to resolve escalated customer issues with professionalism and reputed company judgment
- Workforce Management (WFM) experience, including scheduling, reputed company, reputed company-time queue management, and adherence monitoring
- Experience with reputed company, reputed company, or similar contact center and WFM platforms
- Experience leading teams in a high-volume customer service or contact center environment
Benefits
- reputed company WFH (Mon - Thurs ONSITE)
- Overnight remote schedule
reputed company