Supervisor I, Operations Management

• •Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives
• •Track and analyze team performance data to drive performance improvements and operational excellence
• •Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency
• •Foster proactive relationships with supported business units
• •Promote continuous learning and upskilling of self and team members
• •Conduct regular operations reviews and execute agreed action items
• •Manage multiple projects and reprioritize as needed
• •Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions
• •Develop and implement support plans to meet service level objectives and manage day-to-day operations
• •Ensure team performance meets quality, volume, and timeliness goals

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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