Job Title: Operations Supervisor Description This role involves overseeing the daily activities of a group of call center associates. The ideal candidate will be responsible for supervising, coaching and mentoring team members to achieve performance expectations. - Supervise and monitor work and attendance in accordance with organization policy and applicable legal requirements. - Closely coach direct reports on their performance to ensure metrics are achieved at a minimum weekly basis. - Identify performance-related issues, develop an action plan for improvement, implement corrective action and take necessary steps up to termination if needed. - Evaluate service delivery to customers against contractual KPIs and financial targets. - Communicate expectations clearly to employees and provide timely updates. - Assist with escalated customer calls as needed. - Organize team meetings to facilitate open communication and gather input from team members. - Stay informed about internal work processes, policies and procedures. - Promote company values through behavior and attitude. Candidate Profile - Bachelor's degree in a related field with two to four years of relevant experience preferred. - A highly motivated individual with skills to develop and coach team members is essential. - Strong communication skills, both written and verbal, are required. - The ability to multitask, prioritize tasks and meet deadlines is crucial. - Mentoring, coaching and providing direction to team members is also important. - Flexibility in scheduling is expected. Career Level Description This position receives assignments in task-oriented terms and supervises subordinates to set priorities and complete assignments. It involves coordinating and supervising the daily activities of business or technical support or production team members. The supervisor handles single and medium-sized lines of business and makes decisions guided by policies, procedures and business plans. Regular feedback and guidance are provided by managers to achieve set metrics and business goals.