Operations Support Supervisor (User Experience)
About this position
Responsibilities
• Manage team members, develop team strengths, and improve weaknesses.
• Provide team coaching to ensure existing and new product knowledge efficiency.
• Ensure that SLA targets are fulfilled by keeping an eye on the prompt completion of all customer support tasks, including voice and non-voice productivity.
• Monitor OS Agent contacting customers or others to ensure that interactions with customers are conducted in a professional and courteous manner.
• Giving relevant teams input from stakeholders and customers.
• Supporting all daily routine tasks, also supporting OS’s for complicated and complaint case handling.
• Monitor the accurate preparation and timely submission of work reports.
• Update and briefing of OS agents of news/changes in products and organizations.
• Prepare OS Agents - related daily, weekly, and monthly reports as required.
• Manage the team roster and day off and provide weekly resource allocation to managers and assistant managers.
• Provide team and individual performance information to managers, assistant managers and members as required.
• Perform other duties and special assignments as required.
Requirements
• 3 years of professional experience in a similar industry, such as call centers, operations support, customer service, or customer support.
• At least a bachelor’s degree.
• Efficient computer skills with Google Drive tools as a minimum (typing while listening would be an advantage).
• Have a great deal of experience with payment cases and complaints.
• Excellent communication skills; - fluent in English, both verbal and written.
• Pleasant manner and a clear speaking voice.
• Good communication and interpersonal skills.
• Ability to think quickly, remain calm and handle situations under pressure.
• Be a role model with a can-do attitude.
• Work experience in Senior / Supervisor Role will be advantageous.