ECAM is looking for talented individuals like you! Be the next Operations Supervisor.
We are seeking a dynamic and experienced Supervisor to join our team. The ideal candidate will have proven leadership skills, a strong understanding of operations, and a commitment to delivering exceptional customer service. The Supervisor will be responsible for managing a team of Detection Specialist, Escalation Specialist, Monitoring Specialist, ensuring performance targets are met, and fostering a positive and productive work environment.
Job Highlights:
-Day 1 HMO for you and two (2) of your dependents.
-Annual and Performance Based Salary Increase
-Additional Leave Credits
Duties & Responsibilities:
Team Leadership
- Lead and motivate a team to achieve performance goals and exceed customer satisfaction targets.
- Conduct regular team meetings to communicate updates, share best practices, and address any concerns.
Workforce Management
- Monitor attendance, punctuality, and schedule adherence of team members.
- Ensure adequate staffing levels are maintained to support operational requirements.
- Review leave requests and support resource planning within the team.
Performance Management
- Monitor individual and team performance metrics, providing constructive feedback and coaching to improve performance.
- Develop and implement performance improvement plans as needed.
Accountability
- Accountable for the achievement of team and departmental targets.
- Ensure compliance with service level agreements, operational standards, and company policies.
- Take ownership of employee development and engagement.
- Foster employee engagement, retention, and professional development within the team.
Quality Assurance
- Implement and oversee quality assurance programs to ensure high standards of service delivery.
- Conduct regular audits of customer interactions and provide feedback to agents for continuous improvement.
Training and Development
- Coordinate training sessions for new hires and ongoing training for existing team members.
- Identify training needs and collaborate with the training department to address skill gaps.
Process Improvement and Project Management
- Work closely with operations and quality teams to identify process improvements and efficiency enhancements.
- Implement changes to streamline operations and enhance overall service delivery.
- Identify and create small-scale projects and initiatives to address operational gaps and improve team performance.
- Develop and monitor project plans, timelines, deliverables, and action items.
- Coordinate project implementation within the assigned team and with relevant stakeholders.
- Monitor progress, identify risks or gaps, and escalate issues as needed.
- Track project outcomes and ensure initiatives are effectively implemented and sustained.
Customer Escalations
- Handle escalated customer issues, ensuring timely resolution and maintaining customer satisfaction.
- Provide guidance to team members on effective problem-solving and conflict resolution.
Reporting and Analysis
- Generate and analyze performance reports to identify trends and areas for improvement.
- Utilize data-driven insights to make informed decisions and drive operational excellence
Qualifications:
- Possess a Bachelor's/ College Degree
- Experience in Security/ Armed Forces/ Protective Services, Video Surveillance Monitoring or equivalent is a plus but not required.
- Knowledgeable in Microsoft Office suite including Word and Excel, Outlook email, etc.
- Required language(s): English.
- Minimum of 2-3 years of experience in a supervisory role within a BPO environment.
- Proven ability to lead and manage a team effectively.
- Experience in project management is a plus.
- Experience in conducting regular team meetings, performance evaluations, and providing constructive feedback.
- Experience in implementing changes and leading teams through transitions.
- Experience in fostering a positive and inclusive team culture.
- Experience monitoring and achieving service level agreements (SLA) and key performance indicators (KPI).
- Strong performance management skills. Track record of meeting and exceeding key performance indicators
(KPIs) for both individual and team performance. - Thorough understanding of project/program management techniques and methods.
- Proven ability to analyze data, identify trends, and implement solutions to improve overall team performance.
- Strong organizational skills with the ability to prioritize tasks and manage time effectively.
- Knowledge of coaching, mentorship, performance evaluation and change management principles.
- Excellent knowledge of MS Office; working knowledge of program/project management software (MS Project etc.) is a strong advantage.
- Leadership and organizational skills
- Excellent communication skills (presentation and report writing).
- Ability to manage real time monitoring operations while balancing service levels, quality, and productivity.
- Ability to assess operational issues and determine appropriate corrective actions
- Ability to lead teams effectively during high pressure situations and critical incidents
- Willing to work in onsite.
- Open to work during evenings, weekends, and holidays
Why join ECAM?
At ECAM, we invite you to make a difference. Take over a position that creates community impact.
Get to work with skillful team members and experience limitless growth.
Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.
