Call Center Operations Leader

2 weeks ago

Melbourne, Victoria, Australia beBeeLeadership Full time $40,000 - $80,000

Job Title:

Operations Supervisor

The Operations Supervisor is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organizational policies and applicable legal requirements.
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
  • Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
Candidate Profile
  • Associate's degree in a related field with two to four years of relevant experience preferred.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Work well under pressure and follow through on items to completion.
  • Strong communication skills, both written and verbal.
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Ability to mentor, coach and provide direction to a team of employees.

Benefits include: Competitive salary, comprehensive benefits package, and opportunities for career advancement.

We value diversity and are committed to creating a workplace where everyone has the opportunity to succeed.

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