itelBPO Smart Solutions
  • Kingston, JAM
  • Full Time

We are looking for persons who want to experience a full-time career to join our itelbpo Smart Solutions Family at our Kingston and Montego Bay location as Operations Supervisor!

As Operations Supervisor you will be responsible for the supervision and leadership of all customer service representative on the team. The key responsibilities will include will include;


  • Meet contractual KPIs on a consistent basis.
  • Support and Lead the team of Agents on a shift coverage basis.
  • Create and maintain a professional environment to keep performance and motivation high
  • Review agents daily results, concentrating on performance and contractual standards
  • Maximize overall production
  • Assist with the development of each agent
  • Resolve customer escalations by working with the customer and Director of Operations
  • Participate in meetings, conferences, and team activities.
  • Liaise with clients on day-to-day operational topics in Team Manager's absence.
  • Conduct weekly one-on-one coaching sessions (averaging 30 minutes per session) on a consistent basis with agents
  • Identify any and all potential staffing concerns to the Team Manager
  • Complete assignments on time and as requested
  • Complete other related responsibilities as may be assigned from time to time
  • Serve as first point of escalation for procedural issues.
  • Work closely with Director of Operations to coordinate efforts towards meeting deadlines and clarifying priorities

Experience Required

  • Minimum of 2 years experience in a similar role. Call center experience would be an asset

  • Minimum of 2 years experience as a team lead/supervisor

  • Hands-on experience with Applicant Tracking and HRM systems

FUNdamental Skills

  • Education: First Degree
  • 2-3 years call center Supervisor or Team Lead experience required
  • Must have proven experience handling escalated calls
  • Experience coaching and mentoring team members
  • Must have excellent verbal and written communication skills
  • Excellent interpersonal skills
  • Outstanding organizational and time management skills
  • Ability to manage multiple tasks simultaneously
  • Solid analytical and problem-solving skills
  • Proficient in MS Office
  • Self-motivated
  • Team player and the ability to work effectively in a dynamic environment
  • Excellent supervisory support - to help both you and us achieve excellent results

  • Opportunity for advancement -75% of our leaders, managers, and operational personnel started their careers in this entry level position

  • Paid Training

  • Competitive Salary

  • Health and Life Insurance

  • Lunch benefits

  • Free Transportation

  • Free Wi-Fi

  • Beautiful location, cafeteria onsite, Chill room, friendly staff

  • A fun environment! We respect our employees and strive to make our environment exciting.


itelBPO Smart Solutions
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