James Basit Email & Phone Number

National Capital Region, Philippines

Operations Supervisor is responsible for the daily supervision and management of a team of associates. The primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.Job Requirements:• Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to• Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly• Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans• Resolve customer escalations• Responsible for communication between contact center management, client and associate• Participate in associate selection and interviewing process• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations