Operations Supervisor (1043)
On-siteCape Town, Western Cape, South Africa
Cape Town, Western Cape, South AfricaOn-siteFull TimeSenior LevelEnterprise
Full TimeSenior LevelEnterprise
Job Summary
Evaluate daily, weekly, and monthly performance reports, then follow up on agents with performance issues. Lead daily team meetings to compare actual results against goals and identify outliers. Establish daily priorities, call real-time adjustment meetings, and facilitate agent development while maintaining the 80/20 rule. Observe agents to nurture strengths and address weaknesses, ensuring all key performance indicators are consistently met and exceeded through monthly 1-2-1s, quarterly reviews, and personal development plans.
Required Qualifications
- Customer focus orientated background
- Must be proficient in English and French (Comprehension, Spoken and Written)
- Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action
- Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships
- Visionary leadership often requires taking initiative, managing risks, and driving innovation
- Clear, persuasive, and empathetic communication is a cornerstone of effective leadership
- Effective interpersonal skills are essential for teamwork and building strong professional relationships
- Being receptive to different perspectives helps in building meaningful relationships
- Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it
- Solution orientation is the mindset of focusing on solutions instead of just the problem
- Achievement-oriented individuals strive for efficiency and effectiveness in their work
- They analyze situations to overcome obstacles and achieve results
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