Operational Excellence Supervisor

hace 2 semanas

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Supervisor will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The person will provide support, direction, monitoring, and coaching to the assigned team in all areas of job performance, including consumer contact processing, problem resolution, and work planning. Also, this person will work with the Team Leads to monitor overall team performance, including achieving target transactional volume and quality measures, by the contractual and operational standards of the account. The Supervisor will establish and monitor workflow efficiencies, daily work volumes and work schedules to ensure that the company's customer service goals are met. In this capacity, the Supervisor will also be directly involved in handling escalated issues related to customer calls and related transactional activity.

**Responsibilities**:
**_ Team Supervision:_**
- Support Team Leads and Senior Agents on the escalations of questions and issues related to processes and brand standards.
- Establish and administer team schedules to ensure the required coverage and service level compliance.
- Work with Team Leads to prepare service level reports, and provide daily status updates to client and Auxis management.
- Monitor team performance and ensure that the performance of all related activities is under established procedures and contractual requirements.
- Review in scope business operations and activities, and provide recommendations for improvements, to ensure high levels of customer satisfaction and service level performance.
- Work with the Customer Service Manager on the interviewing, hiring and selection of new employees for the Customer Service team.
- Participate, and where appropriate, lead new staff member training.
- Work with Team Leads to maintain internal standard operating procedures documentation, as required.
- Actively manage teams by establishing clear performance goals, observing job performance, and coaching/mentoring team members to achieve high levels of performance.
- Drive strong accountability and sense of urgency to achieve desired performance levels.
- Act as a role model & lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service.
- Establish effective staff retention and team-building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs.

**_
Operations:_**
- Establish, maintain and continuously improve operational processes, policies and procedures.
- Manages productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
- Provide timely preparation and review of operational reports to clients and Auxis management, as required.
- Regularly communicate and interact with customer management to review team performance, including leading and participating in service level reviews (SLR’s), following contractual requirements.
- Ensure compliance with operational policies and procedures and identify and address performance issues or other activities that will impact customer satisfaction, service level compliance, etc.

**_
Personnel and Performance Management:_**
- Work with Human Resources to plan and coordinate employee recruitment activities.
- Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service.
- Act as a role model to staff to promote a positive work environment.
- Monitor staff activities and performance and quickly address performance issues through staff training, supervision, automation and process improvement initiatives.
- Provide feedback to staff to improve work performance and customer satisfaction.
- Establish effective staff retention and team-building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs.
- Manage, mentor and recommend appropriate training for assigned professionals.
- Support all staff activities, as required, including providing “hands-on” activities to ensure client service level compliance.

Skills and Experience:

- English - Spanish Language (Oral and writing 90 % or higher), (C1 or above).
- The resource will adjust its schedule based on the account needs.
- 3 years of experience as a Customer Service Supervisor.
- High school diploma; BSc/BA in management or relevant discipline will be considered an advantage.
- Strong experience in Customer Service.
- Experience in a 24x7x365 operation.
- Excellent English verbal and written communication skills.
- A genuine interest in working with and helping customers.
- US Tourist Valid Visa for pot

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