Operations Supervisor

Job Description:

As the Operations Supervisor overseeing two physical sites, you are responsible for driving team performance, consistency, and service excellence across all customer contact channels, including phone calls, emails, cases, live chat, SMS, social media, and other communication platforms.

Duties and Responsibilities:

• Lead and support Customer Service Team Leaders, providing direction, coaching, and regular performance feedback.
• Oversee the implementation of coaching plans, performance reviews, and employee engagement initiatives.
• Mentor new and existing leaders to strengthen their leadership and coaching skills.
• Foster a high-performance culture that emphasizes accountability, collaboration, and service excellence.
• Encourage professional development and continuous learning for all team members.
• Monitor and improve customer experience KPIs (e.g. CSAT, FCR, AHT, response and resolution times) a...