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Operations Supervisor at Results CX
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Competencies
Expertise in leading diverse teams to meet performance goals and foster collaboration.
Skilled in streamlining operational processes to enhance efficiency and accuracy.
Proficient in analyzing operational data and customer feedback to drive improvements.
Strong ability to monitor and ensure compliance with quality standards in customer interactions.
Education
Languages
Summary
Experienced Operations Supervisor at Results CX with a background in team management, process improvement, and quality control. Adept at enhancing team performance and operational accuracy.
Key Achievements
- Led and supervised teams of over 16 agents, ensuring KPI achievement.
- Managed payroll processes, including bonuses and deductions, with high accuracy.
- Monitored agent interactions to ensure compliance with quality standards.
- Analyzed customer feedback to identify improvement areas and implement solutions.
Experience
Operations Supervisor
Led and supervised teams of over 16 agents, ensuring the achievement of key performance indicators., Managed bi-weekly payroll, including bonuses and deductions, ensuring accuracy and punctuality in payments., Designed and implemented action plans to improve operational efficiency and team performance., Conducted training sessions, one-on-one meetings, and evaluations to foster staff development and address performance issues., Handled and resolved escalated cases to ensure high levels of customer satisfaction and retention.
Quality Analyst
Monitored agent interactions to ensure compliance with quality standards and internal regulations., Analyzed customer feedback and operational data to identify areas for improvement and implement corrective strategies., Collaborated in the creation of guides and best practices to elevate standards., Worked closely with supervisors and managers to apply corrective actions to performance deviations.