Our client an Insurance Company is looking to hire an Operations Supervisor for their offices in Limassol.
The Operations Supervisor will oversee the daily operations of all departments that interact with customers, ensure that all tasks performed with the most efficient way within the Average Handling Times and monitor the productivity of the company.
He/she is responsible to monitor the progression of any new projects, to monitor the achievement of
targets that company sets (sales and after sales) and ensure the smooth operation of all departments
Responsible for on-the-job training of new staff members and staff members who are following
Performance Improvement Plan (PICP).
Provide guidance, coaching, recognition, motivation and training to customer service and after sales
staff in order to achieve their individual targets/ goals.
Identify individual needs and highlight areas of improvement.
Set clear guidelines for performance standards.
Coach and develop team to meet daily, weekly and monthly performance targets for speed, accuracy,
efficiency, sales (cost for after sales staff) and quality.
Assist call centre/customer service staff in sales techniques, such as overcoming customer objections
Liaise with HR and Training for design, coordinate and implement motivational programs to achieve
department productivity goals.
Understand the wider goals of the business to provide all aspects of resource planning information and
analysis throughout the Call/Contact Centre.
Liaise with HR and Training for designing or improving performance management scheme for all
Deal directly with customers by telephone and/ or electronically when is necessary due to high
Handle and resolve customer issues when and if occur.
Obtain and evaluate all relevant information to handle inquiries.
Identify customers’ needs /issues and forward them to the management
The ideal candidate will have:
School: School leaving certificate
Professional / tertiary: Degree in Business Administration or related field will be considered an advantage.
The company is offering a competitive salary based on qualifications and experience plus benefits