Operations Supervisor
Posted 26 days ago
You'll complete your application on InteLogix's career site.
About the Role
In this supervisory position, you will oversee team performance and the primary metrics that impact organizational success. You will facilitate briefings before, during, and after shifts to promote clear communication and maintain smooth operations. Your role involves providing weekly guidance to staff through coaching, constructive criticism, and formal evaluations to establish team objectives. Furthermore, you will conduct quality assessments to uphold excellence and participate in ongoing optimization efforts by spotting vulnerable staff members and executing effective retention plans.
Requirements
- You must have a robust grasp of team performance metrics, specifically regarding Customer Satisfaction, Quality, and Adherence.
- You need the ability to organize and moderate productive team huddles and weekly performance development sessions.
- Experience with Verint and GC Central platforms is mandatory to execute routine quality evaluations.
- You should be capable of handling staff turnover, resolving work performance conflicts, and executing strategies to keep personnel engaged.
- You must be able to preserve comprehensive documentation concerning disciplinary measures, growth plans, and coaching interactions.
Responsibilities
- Supervise team performance data and ensure all key performance indicators are reached.
- Conduct frequent meetings to keep the group informed and synchronized with operational targets.
- Lead recurring coaching discussions to offer actionable input and define personal benchmarks for staff.
- Perform quality checkups on each agent on a weekly basis and maintain accurate records of your observations.
- Handle performance discrepancies quickly and examine client interactions to locate chances for individual or systemic enhancements.
- Monitor and track documentation regarding coaching opportunities to guarantee they are finished and verified in a timely manner.
Benefits & Perks
- Benefit from a variety of advantages that support your professional development and personal balance.
- Join a cooperative environment that values career advancement and provides continuous learning opportunities.
- Enjoy a flexible, remote-friendly work setting tailored to your requirements.
- Access health insurance and various resources meant to promote your holistic health for a fulfilling career experience.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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