Operations Supervisor

Who We Are

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 experience. The Supervisor oversees day-to-day operations, manages staff, devises, and enforces policies and procedures, and ensures strict compliance with industry standards.

Responsibilities

• Assist in the efficient operation and organization of the office, including equipment management.
• Review and resolve timecard errors, process sick/vacation requests, track downtime, and monitor daily login percentages.
• Complete daily coaching sessions, including reviewing QA emails, addressing outliers, and investigating negative survey findings.
• Enforce employee discipline in accordance with company behavior expectations, policies, and procedures.
• Review and evaluate the work of each Customer Service Representative (CSR) to correct deficiencies and assess employee progress.
• Support the Senior Operations Supervisor in the preparation and completion of productivity and KPI reporting.
• Leverage all available system screens, processes, and reports to optimize employee performance and potential.
• Conduct weekly coaching sessions for all assigned employees in accordance with InteLogix policy.
• Assist the Senior Operations Supervisor in developing corrective action plans for addressing behavioral and KPI deficiencies.
• Review and track attendance for all assigned employees on a weekly basis.
• Perform quality assurance monitoring for all assigned employees to ensure adherence to performance standards.
• Conduct monthly workspace audits for assigned employees to maintain a productive and compliant environment.
• Perform other related duties and responsibilities as assigned.
  
  

Qualifications

• Experience in a call center environment (2-5 years).
• Supervisory or leadership experience (1-3 years).
• Proven track record of handling teams, improving performance, and meeting KPIs (Key Performance Indicators).
• Experience in training, coaching, and mentoring agents.
• Open availability and flexibility to work during any hours of operation.
• Ability to manage and lead a team effectively, motivate agents, and ensure team productivity.
• Strong verbal and written communication skills to address customer needs, manage team issues, and interact with upper management.
• Ability to handle escalated customer issues, manage difficult situations, and find effective solutions.
• Ability to analyze performance metrics, identify trends, and take corrective action as needed.
• Strong understanding of customer service principles and best practices.
• Ability to handle multiple tasks and priorities effectively.
• Handle disputes and conflicts effectively, both within the team and with customers.