The Operations Supervisor is responsible for overseeing the day-to-day activities of the customer service associates (CSAs).
This requires a hands-on leader who manages the teams, monitors the processes, and ensures that all operations align with the CRST’s goals and standards.
DESCRIPTION OF DUTIES
Supervision of ten (10) CSAs (minimum).
Review and handle all Escalations from the team.
Producing monthly, weekly, and daily reports for client and internal management.
Conduct performance scorecard reviews and coaching with the team.
Conduct and assist with training exercises.
Management of all administrative tasks relating to the team.
Outlier management and performance improvement plans
Accurate timekeeping of the team’s attendance and notifying leadership of any issues or absences.
MINIMUM QUALIFICATION REQUIREMENTS:
12 months of experience in a leadership role.
1 year of customer service experience.
5 successful passes or more at CSEC or equivalent. Diploma preferred.
Excellent computer and administrative skills.
Computer literate (Excel, Word, email, Google Docs)
A strong work ethic.
Less than 4 attendance points (Abs and NCNS only).
An average of 85% on Quality in the past three months.
SUPERVISOR SKILLS:
Excellent verbal and written communication.
Customer service skills.
Ability to work well under various stressful and time-sensitive situations.
Able to multi-task and prioritize assigned tasks in a fast-paced environment.
