Operations Supervisor NICE Global

 

Operations Supervisor

NICE Global

• Hanover / St. James / Westmoreland
• Not disclosed
• Permanent full-time
• Updated 24/08/2020
• HR Recruiter

Description

We are currently seeking an Operations Supervisor to motivate and lead a team of Specialists supporting Customer Service /Sales.The successful candidate will have a relentless desire to drive target achievement and build team culture.

 

*****Operations Supervisor*****

Benefits Of Working for NICE Global:

Paid Training
Free Lunch/Beverages
Free Round-Trip Transportation from Downtown
Health And Life Insurance Eligibility (After 90 Days)
Upward mobility

Additional Benefits of Working for NICE Global

Selected Gym Membership Discount
Selected Dentist Percentage Discount
Fontana Percentage Discount

Employees Engagement Activities:

Monthly Birthday clubs
Achievements certificates
Start Reward Programs


Essential Duties and Responsibilities:

The Operations Manager will directly manage employees responsible for preforming a critical function in redefining customer interaction. Duties include managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining and improving quality and monitoring real-time productivity and schedule adherence.

Roles and Responsibilities Includes:

• Monitor, motivate, coach and train Associates to achieve and maintain KPI targets and performances through continuous monitoring, assessment and feedback
• Supervise and coordinate activities with direct team and with department.
• Keep Department Manager informed and aware of any escalating problems regarding products, customer complaints, employee issues, departmental issues and any other matters involving or effecting the Department.
• Issue written and oral instructions and assist with questions and training of agents.
• Supervise and manage the performance of each direct report on a daily basis. 
• Study and recommend procedures to improve efficiency of department, processes and employees.
• Compile data and trends to aid in creating & maintaining complete documentation of performance improvement conversations and actions
• Effectively create, issue and manage employee Performance Reviews and Performance Improvement Plans
• Special Projects as assigned.
• Setting/clarifying requirements and expectations for Associates.

Basic Qualifications:

• Strong oral (speaking, listening, interpretation) and written communication skills.
• Experience in understanding performance metrics and developing them, as required
• Demonstrated history delivering results in cross-functional environments.
• Must possess a sense of urgency and an appreciation for working in a fast-paced, deadline oriented environment
• Comfort with ambiguity; ability to be flexible in a rapidly changing environment.
• Strong working knowledge of basic computer business applications such as MS Word and MS Excel, Outlook
  
  Preferred Qualifications:
• Minimum 2 years relevant experience managing customer service associates, sale representatives, or other operational teams.
• Direct experience in Contact Center Operations (Customer Service / Sales).

 

Ref: Operations SupervisorCCC