Outsourcing Operations Supervisor

 

 

Job Description

 

 

Job Title: Supervisor

Reports to: Director 

Date Approved/Revised: 

 

POSITION SUMMARY:

The Outsource Operations Supervisor will be responsible for monitoring SLA?s as described in the clients statement of work, hiring and scheduling of support analysts.  The OOS will provide statistical data on previous days, week, and months to the Director of Outsourcing and his/her direct Client report.  This data will also be used in forecasting call volume for future scheduling and used as supporting facts in increasing or decreasing support staff.

 

SKILLS

? Excellent Communications skill written and verbal

? Outstanding customer service

? Excellent troubleshooting skills

? Excellent negotiating skills

 

ESSENTIAL DUTIES AND RESPONSIBILITIESMonitor Team performance using trend analysisPrimary focal point during Director absenceEnsure Knowledge Champion is populating Knowledge BaseCreating Team SchedulesForecasting call volumesParticipate in conference calls, leadership meetings during Director absence Participate or Lead Special ProjectsInterview New HiresLead Client Tours; Provide Help Desk General InformationPerform annual performance reviews of on-site Outsource teamRecommend career development and training for on-site Outsource teamOversee Remedy call center applicationFamiliarity with Inergex's invoicing process and project creation in SolomonControl telephone switch vectoringOversee regular team meetingsOversee Parts Coordinator functionPerforms other duties as assigned

 

 

 

 

 

 

 

 

EDUCATION AND EXPERIENCE:AS/AOS Degree in PC technology or similar field.  Bachelors degree preferred.Experience with spreadsheets, databases, and general reporting applications6 years help desk or similar experience5 years experience with call center software and reporting tools3 years project management experience

 

 

 

 

 

The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken.  Duties may vary from time to time and this description is subject to review.  Modifications will be made as needed to support changes in the business climate and requirements.