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) across all communication channels.
• Resolve escalated issues and complex customer interactions across phone, email, chat, SMS, social media, and case management platforms.
• Ensure a consistent, high-quality customer experience regardless of the channel used.
• Collaborate with the TQA team to evaluate and enhance service quality and standards across all contact methods.
• Periodically handle customer interactions across different channels to stay connected with frontline challenges and customer expectations.
• Identify training needs and work with the TQA and Learning & Development teams to implement targeted training across communication platforms.
•Coordinate with the Workforce Planning team to manage rosters, staffing levels, and resource allocation in alignment with contact volume across channels and sites.
• Monitor real-time adherence to schedules, ensuring service levels are maintained across all platforms.
• Step in to support service delivery during peak periods or operational disruptions.

Requirements:

• At least 2 years of experience in a leadership role within a customer service environment.
•Strong background in handling calls (inbound & outbound), escalations, and complaints.
• Experience participating in QMR or any quality framework is an advantage.
• Knowledgeable in customer service metrics and how to improve them.
• Strong interpersonal, coaching, and decision-making skills.
• Proficiency in CRM tools, ticketing systems, and MS Office Suite.