Supervisor – Group Client Support

Summary

Have responsibility ensuring that the teams and programmes within the Group Client Support Department are in place and functioning at expected levels. Engage in interacting, mentoring and strategic planning with team members, both directly and indirectly. Contribute to the overall achievement of the goals in the department. *Occasional work outside of normal business hours including weekends. *Twenty-four (24) hour weekly on-call support to Client Support Associates.

Responsibilities

• • Communicate organizational goals and initiatives to the Client Support team in conjunction with the Manager.
• • Review and manage performance patterns and trends related to quality, training, attendance, performance, or other issues.
• • Ensure that schedules and agendas for team meetings are in place.
• • Ensure that the relevant teams are identifying and managing individuals that require Performance Action Plans.
• • Ensure that issues are well communicated from other support areas.
• • Identify patterns in skill development needs associated with performance, ensure appropriate support plan and provide appropriate coaching and training.
• • Follow up on improvements associated with initiatives to ensure that gains are realized and maintained.
• • Implement and support process changes from the support areas (Training, Quality, Workforce, Escalation).
• • Partner with Client Support teams and other leaders to improve quality training, schedule adherence and processes.
• • Investigate trends and identify issues and their root causes within the team and work with the team to resolve them.
• • Facilitate meetings to communicate performance goals and results, share general corporate communication and provide a forum for discussing opportunities and issues.
• • Provide formal and informal performance feedback to assigned team members.
• • Participate in the Department’s on-call programme, to support escalated queries.
• • Perform other job-related duties assigned from time to time.

Required Skills

• • Excellent interpersonal skills at both the individual and team level.
• • Strong written and verbal communication skills - especially report writing and analysis.
• • Ability to handle multiple tasks, details, and interruptions.
• • Knowledge of the Labour Relations Code.
• • Experience managing personnel and demonstration of leadership skills.
• • Ability to adapt to and move with changes in the environment while maintaining a positive attitude.
• • Strong problem solving, decision making and organizational skills.
• • Maintain and promote strong and positive client service relations.
• • Strong knowledge of computer software packages including word processing and excel applications.

Qualifications

• • Bachelor's degree in Business Administration or related discipline from a recognized tertiary institution.
• • Minimum of two (2) years’ working experience in a client centric environment.
• • Project management experience would be an asset.

Additional Information and Instructions

📋 How to Apply: 🔹If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than January 3, 2025. 🙏 We appreciate all applications; however, only shortlisted candidates will be contacted.

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