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Business Operations Supervisor
2 months ago
Position Overview:
The Business Operations Supervisor (BOS) is responsible for overseeing the activities of Team Leaders (TL) and their respective teams, ensuring effective project workflow and communication between Clients and Team Members.
Primary Responsibilities:
Foster a positive atmosphere across all teams.
Oversee all administrative and operational inquiries related to the managed teams and projects, ensuring effective communication with clients.
Collect and analyze reports from TLs' teams (attendance, performance, client daily status) and propose solutions for enhancement when required.
Conduct regular One-on-One meetings with each TL to discuss updates, feedback, and other relevant topics.
Coordinate and facilitate regular or ad-hoc meetings with all TLs to identify business weaknesses, suggest improvements, and brainstorm optimization strategies.
Work towards enhancing organizational performance by integrating new technologies, methodologies, and training initiatives.
Collaborate with Client Success Managers (CSMs) to gather client feedback on project progress.
Ensure that all project tasks are completed accurately and within established deadlines by Team Members.
Alert the Management team regarding any team members who are unable to perform their duties satisfactorily or who violate company policies.
Assess Team Members' performance, including completing appraisal forms.
Develop a strategic plan for the team based on project circumstances, client expectations, and team performance to meet objectives.
Communicate all available client feedback, reports, requests, and deadlines to team members and the Management Team.
Establish KPIs, OKRs, scorecards, and other metrics to measure Team Members' success across all accounts.
Qualifications:
Minimum of 2 years of demonstrated experience in Call Center Operations, Leadership, or relevant fields.
Solid understanding of call center operations and organizational structure.
Proficient in MS Office applications (i.e., Excel, MS Word, PowerPoint, etc.) and Google Tools.
Exceptional client-facing and internal communication abilities.
Strong written and verbal communication skills.
Excellent organizational skills, including attention to detail and the ability to multitask.
Robust knowledge of Microsoft Office applications.
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