Temporary Operations Supervisor -HS

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.