Operation Control Center Supervisor (OCC Supervisor)

Job Description

• Develop objectives for the operations control center day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
• Understand the regulatory and compliance environment in which they are operating, particularly in relation to the relationship with customers and agency staff.
• Be responsible for implementing processes and optimizing strategies involving the real-time fleet capacity
• Have a data-sensitive approach to decision making
• Give a structured and actionable daily feedback to the ops manager
• Analyze daily and weekly operations metrics with a macro view of the long-term success of the country
• Collect and analyze call-center statistics (costs, service level, customer and courier service metrics, team happiness etc.)
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve email management, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)

Job Requirements

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office, G-docs and call center equipment/software programs
• Outstanding communication and interpersonal skills