Operations Supervisor - St Lucia
On-siteVieux Fort, Vieux-Fort, Saint Lucia
Job Summary
Coach and mentor team members to achieve defined KPI targets while resolving customer escalations and advocating for clients. Design and implement strategic plans to improve business processes and operational effectiveness. Assist with recruiting, set objectives, and counsel employees, including determining eligibility for Performance Improvement Plans. Distribute daily reports covering agent audits, breach reviews, and statistical reviews, while sending email huddles with MTD, week-over-week, and ranking data. Monitor call quality through daily live reviews, analyze hours and adherence metrics, and identify consumer trends. Preside over staff meetings and develop future leaders within the team.
Required Qualifications
- 2-5 years cumulative experience in the BPO sector
- 2+ years of supervisory experience
- Must be fully flexible
Desired Qualifications
- Associate degree or higher preferred
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