Operations Supervisor

Summary

The Operations Supervisor will be responsible for overseeing daily team operations, ensuring efficiency, quality service delivery, and achievement of key performance targets. This role requires strong leadership, problem-solving skills, and the ability to motivate and guide a team in a fast-paced environment.

Responsibilities

• Team Leadership & Performance Management:

  • • Supervise, coach, and mentor team members to optimize performance.
  • • Monitor productivity and service quality, providing regular feedback and support.
  • • Conduct performance evaluations and implement improvement plans as needed.

• Operational Efficiency & Compliance:

  • • Ensure adherence to company policies, procedures, and service level agreements SLAs).
  • • Identify and implement process improvements to enhance team efficiency.
  • • Maintain compliance with company standards and industry best practices.

• Service Quality & Issue Resolution:

  • • Handle escalations and provide timely, effective resolutions.
  • • Monitor service interactions to ensure quality standards are met.
  • • Support team members in addressing challenges and improving customer satisfaction.

• Reporting & Data Analysis:

  • • Analyze performance reports to identify trends and areas for improvement.
  • • Prepare and present operational reports to management.
  • • Use data insights to drive strategic decision-making and optimize team outcomes.

• Workforce Management & Scheduling:

  • • Manage team schedules, attendance, and adherence to shift requirements.
  • • Collaborate with other departments to ensure proper staffing and workload distribution.

Required Skills

• • Strong leadership and coaching abilities.
• • Excellent communication and interpersonal skills.
• • Ability to analyze data and drive performance improvements.
• • Problem-solving and conflict resolution skills.
• • Proficiency in operational tools, reporting systems, and performance tracking

Qualifications

• Experience:

  • • Minimum of 2-3 years in an operational role, with at least 1 year in a supervisory capacity.

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