Internal Vacancy- Operations Supervisor (Home Solutions)

NATURE AND SCOPE OF JOB The Supervisor is responsible for leading their team, providing direction, setting goals, and ensuring that team members understand their roles and responsibilities. Managing and guiding a team or department to ensure that work is completed efficiently, effectively, and in alignment with Express International's goals.

SALARY $110,000 - $160,000

DESCRIPTION OF DUTIES The successful candidate will be responsible for the following key duties:

Supervision of at least 10 CSAs. Managing and resolving escalations from the team. Producing monthly, weekly, and daily reports for both the client and internal management. Conducting performance scorecard reviews and coaching team members. Assisting with training exercises as needed. Handling all administrative tasks related to the team. Managing outliers and implementing performance improvement plans. Ensuring accurate timekeeping of attendance and promptly notifying leadership of any issues or absences. Surprise CSA's working the closing shift. Minimum Qualification Requirements: An average of 85% and above in Quality for the past three months. Consistently hitting client's KPIs within the past three months. Less than 3 attendance points (Abs and NCNS only). Proven experience as a customer service representative with at least 2 years in the field. Demonstrated leadership abilities, with prior supervisory experience preferred. Strong problem-solving and escalation-handling skills. Excellent communication and interpersonal abilities. Strong time management and task prioritization skills under pressure. Positive and supportive attitude towards both team members and customers. A strong work ethic. Supervisor Skills: Excellent verbal and written communication. Strong customer service skills. Ability to work efficiently under stress and in time-sensitive environments. Ability to multi-task and prioritize in a fast-paced setting.
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