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Operations Centre Shift Supervisor
1 month ago
Operations Centre Shift Supervisor The Operations Centre Shift Supervisor is responsible for ensuring our internal processes and front-line staff are equipped to deliver the highest level of client satisfaction. This is primarily achieved through continually collaborating with department leads and the Client Service team to ensure seamless start-to-finish processes are always in place, providing on-going leadership and training, and overseeing that our service delivery is executed in a consistent and customer-centric manner.
Develops and maintains quality operational procedures and processes and ensures comprehensive training to all members the Operations Centre team.
Dispatch in the Operations Centre during their shift times.
Leads in enhancing culture and training initiatives for the Operations Centre team.
Reviews daily all summary and escalation reports from the Regional Manager, Scheduling and Portfolio Resource Coordinator team. Oversees that follow ups occur to ensure performance and reporting aligns with expectations.
Meets monthly with Regional Manager, Scheduling to review operational challenges with resolutions and recommendations for systems and process improvement.
Ensures staffing levels are adequate in the Operations Centre team to carry out operational requirements after hours and maintains staff schedules in WinTeam scheduling software.
Approves or Declines vacations for the Operations Centre team, finds coverage for approved vacations.
conducts performance reviews and investigations, as required. Prepares, analyzes, and presents on quality performance metrics specified as key performance indicators.
Manages the Operations Department team schedule in accordance with the provided budget.
Performs other duties as requested to assist with corporate and/or branch needs.
Advanced computer skills with proficiency in Microsoft Office
We believe in promoting from within, respecting people and their differences, providing high quality service and always having fun If you think you have what it takes to join our team, we want to meet you
