Operations Support Senior Supervisor

About the role

Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost) Conduct regular process reviews to identify improvements Motivate employee performance and continuously develop talent though encouragement, feedback and coaching

What you'll do

• Develop and implement strategies to enhance these metrics
• Conduct regular performance reviews and identify development opportunities
• Process Improvement: Identify areas for improvement within chat operations, implement best practices for digital engagement, streamline chat processes (e.g.
• Drive continuous improvement based on data analysis and customer feedback
• Reporting & Analysis: Analyze chat interaction data, generate comprehensive reports on team performance, chat trends, and bot performance

What you need

• 8–14 yrs of experience
• Problem solving
• Reporting
• Customer service
• Process improvement
• Data analysis
• Performance management
• Any graduate

Good to have

• Data privacy