Senior Operations Supervisor

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Job description

Overview:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

The Operations Supervisor plays a pivotal role in the overall management and operation of remote agents. This key position is responsible for developing and implementing strategies that guarantee outstanding customer and client experiences. The Supervisor oversees day-to-day operations, manages staff, devises, and enforces policies and procedures, and ensures strict compliance with industry standards.

Responsibilities:
Operations Supervisor: As the Operations Supervisor, you will take the lead in managing the day-to-day operations. This includes overseeing daily activities, including staffing, training, performance management, and accountability for the Profit and Loss (P&L) statement.

Client Relationship Maintenance: Maintain strong client relationships by ensuring client needs are met promptly and with the highest quality. Your dedication to client satisfaction is vital in this role.

Staff Supervision and Development: Supevise and guide your team on methods to achieve client satisfaction while addressing any client-related issues. Foster an environment that encourages continuous improvement.

Process Improvement: Identify opportunities to enhance office processes, streamline administrative functions, optimize office planning, and improve employee performance. Implement these enhancements effectively.

Performance Metrics: Ensure we meet all performance metrics and targets. Regularly assess and adjust strategies to guarantee successful outcomes.

Qualifications:
Management Experience: A minimum of 3 years of experience in a management role within a BPO contact center, with a preference for experience in customer experience (CX) management.

Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills are essential, including the ability to analyze complex data sets, identify trends, and develop improvement opportunities.

Pressure Management: Demonstrated ability to work effectively under pressure and manage multiple priorities within a fast-paced environment.

Decision-Making: Excellent decision-making skills with the ability to learn quickly and adapt to changing circumstances.

Communication Skills: Strong verbal and written communication skills to effectively convey ideas and information.

Relationship Building: Proven ability to build and develop strong relationships with employees, customers, and clients.

All jobs are contingent upon completing and passing drug and background checks.

InteLogix is an equal opportunity employer: M/F/Disabled/Vet

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