Operations Supervisor at TLScontact

Subeject of mail: Operations Supervisor SCH ABV

Duties:
Supervisory

• Flag to VAC Management applications that may give rise to concern
• Provide supervision to the agents – prioritizing work, providing guidance, acting as a Specialist in one or more areas of Operation, and providing a first point of escalation for applicant complaints and service problems
• Primarily responsible of ensuring staff management activities are referred to the relevant VAC Manager/ Operations Manager as appropriate (including objective setting and review, and the motivation of staff through effective leadership and appropriate reward)
• Act as point of contact to clients and applicants
• Complete performance reporting as needed to support tracking of VAC performance against a dashboard of metrics in conjunction with the VAC Manager

Performance Management

• Tracking Agent’ s performance and intervening as needed to protect and enhance delivery against key service and delivery metrics
• Recommend or implement measures to motivate agents and to improve quality of their work, or efficiency
• Conduct performance appraisals, on timelines proposed by the company, and give recommendations

Sales

• Ensure that VAC meets all AVS targets
• Resolve Agent Escalations
• Resolve arising escalations promptly according to the stipulated Standard Operating Procedures
• Generate Reports
• Generate stipulated reports within the stipulated times Maintain Order in the VAC Floor
• Responsible for ensuring order at all times in the VAC floor

Enforce SOP’s

• Enforce all SOP ’ s within the Operations dock et ensuring any noncompliance/breach is raised promptly to the respective position holder
• Constantly review existing SOP’ s and propose amendments to respective position holders

Recruitment and Selection

• Identify and notify management on staffing needs. This will be done with a thorough analysis to justify additional staff as well
• Work hand in hand with the HR representative to identify, shortlist and recommend candidates for Operations Agent position

Security and Compliance

• Ensure that all activities conducted in the VAC are complaint with the company’s security policies and in accordance with ISO standards
• Security audits are passed successfully, and all security tickets are closed timeously

Training and Development

• Guide agents on how to handle difficult applicants and complicated applications
• Conduct Operations training on relevant topics as required Administration
• Support colleagues through advice and mentoring, and promoting best practice, sharing information
• Requisition for Operation Agents materials, supplies, equipment parts, or repair services.

Others

• Support VAC initiatives to support the ongoing improvement of business performance
• Deputizing for the VAC Manager in their absence
• Support the provision of healthy and safe working environment
• Carry out any duties assigned by the VAC Manager