Supervisor I, Operations Management

• Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives
• Track and analyze team performance data to drive performance improvements and operational excellence
• Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency
• Foster proactive relationships with supported business units
• Promote continuous learning and upskilling of self and team members
• Conduct regular operations reviews and execute agreed action items
• Manage multiple projects and reprioritize as needed
• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions
• Develop and implement support plans to meet service level objectives and manage day-to-day operations
• Ensure team performance meets quality, volume, and timeliness goals

• Bachelor’s degree holder

• 1-2 years of leadership experience in a BPO setup

• Familiar with BPO operations (understands AHT, NPS, SLA, etc.)

• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization

• Proven success at managing change

• Strong organizational, prioritization and delegation skills

• Proven problem solving and analytical skills

• Detail oriented and project management skills

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

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