Supervisor, Operations

Job SummaryThe operations Supervisor reports directly to the Operations Manager.**Main Objectives**:Team Attendanceâ—‹ Monitors attendance of the customer service representativesâ—‹ Compares login time on the Avaya with the Biometrix data.â—‹ Uses the Biometrix data to monitor tardiness.Balancing of Serverâ—‹ Uses CMS Supervisor tool to generate weekly server assignment for each representativeâ—‹ Balances Miami and Atlanta server for every shift to ensure all calls are catered on timeTeam Communication and feedbackDepartment QFN (Attendance) for the dayâ—‹ Checks and updates attendance templateManual Logger and Verint Exception Loggerâ—‹ Collates and files reps break schedules based on the data displayed on Verint.â—‹ Manually enters acceptable authorized behavior on Verint for exemption.Scorecardâ—‹ Collates from the main file Scorecard data and transfers it to a One on One form.â—‹ Conducts one on one coaching on rep's scorecard twice a month.NTE, DA and Coaching Logâ—‹ Extracts from the main file a serial number to ensure integrity of the memo/document.â—‹ Tenders memos to the representative in accordance to the offense being committed.â—‹ Submits memos to the HCD for safekeeping and future reference.Job ProfileCenter Updates and URECAFâ—‹ Disseminates updates to the team during the post shift meeting.QA Update, QA score, QA Document and RCAâ—‹ Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unacceptable QA scores are served.â—‹ Assists QAR in conducting RCA for Miami and internal evaluation.â—‹ Participates in the activities initiated by the QAR for the betterment of the Team's Performance.10 day Plannerâ—‹ Records schedules for rep's one on one coaching and activities that will enhance his performanceArea of expertise (Skills)At least 1 year experience in team leadership in a Call Center setting or other related work.Other Skills and Experiences (Min)Six Sigma Certified (preferrably)EducationBachelor DegreeJob SummaryThe operations Supervisor reports directly to the Operations Manager.**Main Objectives**:Team Attendanceâ—‹ Monitors attendance of the customer service representativesâ—‹ Compares login time on the Avaya with the Biometrix data.â—‹ Uses the