The Operations Supervisor coordinates the daily activities carried out within the projects he works with and is responsible for the continuous and efficient implementation and improvement of all assigned project activities and subordinated staff in order to achieve the established objectives, at the highest quality standards, respecting the contractual obligations arising from partnership agreements and ensuring that the services delivered meet both customer requirements and Conectys standards. Supervises the development of tasks, roles and responsibilities of team members, provides feedback (to Project Manager, subordinate staff assigned to projects and clients) in order to stimulate continuous improvement of processes.
With over 3000 employees across 10 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customer’s success our own success.
Within your role, you will:
- Manages daily correction of deviations in terms of a schedule change, and unplanned absence and ensures appropriate work assignments to reach performance;
- Implements account operational frames, capacity planning, and operating hours as agreed with the Project Manager;
- Disseminates process-related information to the team and ensures team members are compliant with both Conectys and Client processes and policies;
- Collaborates with stakeholders and supports departments to ensure compliance with company policies and legal requirements at the team level;
- Conduct 121 feedback with direct reports in a continuous manner and performance assessments in timely manner.
- Plans own activities as well as those of the coordinated staff with responsibility, adaptability, and receptivity by taking into consideration the individual needs of their staff, depending on the assigned responsibilities and the general action plan;
- Regularly monitors the progress achieved towards the proposed objectives and writes regular reports to clients and hierarchical superiors in compliance with the data provided in the contracts and in accordance with Conectys standards and objectives; identifies weaknesses, risks and problems, seeks, identifies, and implements prevention and recovery strategies;
- Ensures the solution of the problems appeared in the realization of the project activity and informs in due time the management team regarding the situations that appeared and that he cannot solve;
- It permanently follows the performance of indicators and the compliance with the quality standards of the project/projects and ensures the accomplishment of the inspection and verification activities of the quality of the coordinated personnel activity according to the afferent procedures, in order to confirm the quality;
- Analyzes complaints from customers/beneficiaries and takes operational measures to eliminate errors in the production process, identifies, recommends, and applies ways to prevent their recurrence;
- Prepares team’s performance reports by collecting, analyzing, and summarizing data and evaluates success in reaching project SLAs. Ensure timely completion of routine data gathering and reporting as requested Project Manager in several areas;
- Performs all tasks assigned/designated by superiors in accordance with the law and own professional training according to the prioritization established by superiors and within the designated deadlines, through a permanent collaboration with team members, resolving with foresight and efficiency the unforeseen situations, to the correlation of the terms and the achievement of the objectives are ensured;
What will make you successful for the role:
- Preferably C1 English spoken and written level;
- At least 1 year of Senior Team Leader/Shift Manager/Deputy Manager experience in a BPO or Shared Services setting
- At least college level
- Knowledge in content moderation is an advantage
- Highly proficient in MS Excel
- Experience in feedback delivery, training, and development of training materials is an advantage
- Knowledge of principles related to education, training and assessment and motivational theories is an advantage
Sounds good? Find out what you can get:
- Competitive salary package
- The opportunity to work in a multi-cultural environment
- Private medical insurance
- Learning programs for your development
- Wellness activities for your wellbeing
We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability or background.