Operations Supervisor

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.

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.