Operations Supervisor

Responsibilities will include:

Operations Delivery Strategy
•    Assesses production, profitability, resources and manpower reports, plans, program descriptions, etc. and makes recommendations to senior leadership on process efficiencies.
•    Responsible for ensuring all employee schedules are planned and meet customer KPI requirements.
•    Ensure KPI's and/or SLA’s are met.

Stakeholder Management
•    Work closely with the Business Operations Management Team to ensure that the end to end processes within Business Operations are managed effectively and processes are followed consistently.
•    Manage all escalated customer issues and complaints
•    Measure on improving both customer satisfaction and employee satisfaction
•    Exchange good practises and business experience with colleagues
•    Work with colleagues in and outside of Business Operations to lead and manage change across Business Operations and to educate, advise on and develop processes

People Management
•    Supervise the operations team working on assigned processes. 
•    Responsible for ensuring all employee schedules are planned and meet customer KPI requirements.
•    Ensure that team members and team leaders have the tools and 
available knowledge to implement and provide exceptional service delivery in line with contractual obligations.
•    Establish employee goals, conduct performance reviews, coaching, and providing career development. Coach and develop the leadership team.
•    Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively.
•    Coordinate with the Transition manager in managing end-to-end transitions of new roles.