About this role
NATURE AND SCOPE OF JOB
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.