The operation lead's role is pivotal in building a solid team and shaping members' behaviors to accomplish desired results. This key responsibility underscores the supervisor's value and integral role in the team's success. They will also play a collaborative role in growing and implementing standards and processes and investigating and solving product and service complaints as part of overall service delivery.
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- Responsible and accountable for supervision and oversight of the retail agents.
- Act as the primary point of contact for CGI's first level of escalations support.
- Oversee the day-to-day operation in the call center to ensure service excellence.
- Lead and enforce organization-wide customer service initiatives and standards.
- Review and coach the team on calls and customer interactions to achieve high service levels.
- Maximize staff potential to meet and exceed performance standards through talent management tools such as per, performance plans, practical training, coaching, evaluations, and disciplinary actions.
- Measure, report, and identify strategies to address critical metrics such as call abandonment, wait times, and the effectiveness of first-call resolution (the percentage of calls resolved on the first attempt).
- Evaluate procedures and processes to provide recommendations for program excellence.
- The supervisor is instrumental in Driving a culture of continuous improvements, new approaches, and personal excellence. This role inspires and motivates the team to strive for excellence and fosters open communication between teams, departments, and divisions.
- The supervisor's role in managing customer interactions is crucial to achieving high customer satisfaction. This responsibility instills a sense of responsibility and a customer-centric mindset in the team.
- Adhere to established personnel policies, such as attendance, punctuality, and standards of professional behavior, for self and team.
- Excellent Management and Supervisory Skills
- Excellent verbal and communication skills
- Effectively facilitates customer interactions following the Company and Client's service strategy and policies.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software and primary Computer and Internet Literacy.
- Amenable to working 100% onsite.
- Amenable to work on a graveyard and shifting schedule
- Proactive and has a customer service-oriented mindset
- Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies with rest day schedules; adheres to leaves filing policy outlined by the engagement/company
- Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
- Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism
- Can work under pressure
- Must be flexible with the ability to adapt to changes quickly.
- At our company, we value continuous learning and growth. We are committed to providing the necessary support and resources to enhance your skills and knowledge. We encourage a proactive and customer service-oriented mindset, are receptive to feedback, and are always open to learning.
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Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
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