Operations Supervisor

About the Job 

This role is responsible for directing, managing, and controlling team performance while delivering a high standard of customer experience. The position takes full ownership of team results across customer satisfaction, quality, and operational metrics, while fostering a strong people-focused and performance-driven culture. 

Responsibilities 

Customer 

• Directs, manages, and controls the performance of the team while communicating and completing transactions for customers. 

• Takes complete ownership of the aligned team’s performance on CSAT, Quality, NPS, and other customer metrics. 

• Demonstrates a strong customer orientation and makes consistent efforts to understand and respond to client needs. 

Operational Excellence 

• Monitors adherence to Service Level Agreements (SLAs) as defined by the Client / Process, including TAT, Quality, Productivity, and Attendance. 

• Cascades important updates and information to the team during pre-shift briefings. 

• Monitors calls and provides timely feedback as agreed with Clients and Operations. 

• Conducts weekly quality audits and develops action plans for advisors requiring coaching and development to achieve desired performance levels. 

• Tracks attrition and conducts quarterly audits for leave cards and other required documentation. 

• Identifies process gaps and collaborates with Client, Quality, and Training teams to develop and implement solutions. 

• Provides regular performance updates to the Team Manager, including risks, issues, and improvement areas. 

• Initiates CAP, DAP, and EDP processes for disciplinary and performance-related concerns as required. 

• Ensures efficient and accurate leave management for the team. 

• Participates in monthly calibration sessions with Quality, Team Coaches, and Trainers to ensure alignment with quality standards.

People & Culture 

• Acts as an effective team player and resolves conflicts in a constructive and timely manner. 

• Guides and supports team members toward achieving individual and team objectives. 

• Maintains effective work behavior under pressure and adapts successfully to changing demands and conditions. 

• Enables development opportunities for the team through participation in various initiatives. 

• Assists new and existing team members by preparing development plans and tracking progress against them. 

• Ensures team adherence to discipline standards and TP policies. 

• Takes responsibility for implementing feedback and cascading opportunities identified through skip-level meetings to relevant departments. 

Critical Competencies 

• Delivers Customer Service 

• Solves Problems 

• Communicates Effectively 

• Supports Colleague Development 

Benefits & Perks 

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business. 

• Robust career path with a full development plan and the opportunity to grow in the organization. 

• Paid 9 weeks of training and nesting which consists of 3 weeks of classroom training, 2 weeks of applied learning, 4 weeks of ticketing (nesting), and 2 weeks of annual leave.

• Continuous learning through progressive training that is specific to your tenure and skills. 

• Competitive salary with incentive programs 

• Positive and supportive environment 

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.