Operations Supervisor

  • itelbpo Smart Solutions
  • Grand Bahama, The Bahamas
  • Aug 14, 2018
Full Time Supervisor

Job Description

 JOB SUMMARY:  To provide support, leadership, and guidance to a team of Representatives while ensuring the successful delivery of quality service to the Clients.


  • 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 Team Manager
  • 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 the first point of escalation for procedural issues.
  • Work closely with the Operations Manager to coordinate efforts towards meeting deadlines and clarifying priorities.
  • Support Operations Manager and WFM to ensure the team is properly scheduled and that individuals adhere to the schedule.
  • Adhere to stated policies and procedures of the Company.
  • Adhere to procedures relating to the reviewing and follow up of UR patients.


  • Excellent leadership skills
  • Excellent problem analysis and problem-solving skills
  • Excellent communication and interpersonal skills
  • Attention to detail, accuracy and time management
  • Ability to follow written and oral instructions and communications.
  • Flexibility and adaptability while maintaining professionalism
  • High level of competence in MS Office


    • This is a full-time career, long-term position.
    • Must be able to work 8 am to 6 pm; Monday through Friday (Occasionally on Saturday)
    • This position is most easily accessible for candidates residing in Grand Bahama

Joining the itel family, you will experience...

Paid Training - Training will extend for 2 weeks.
Excellent training and supervisory support - to help you feel comfortable servicing our customers.
Opportunity for advancement
Competitive Salary
Medical Plan
A fun environment! We respect our employees and strive to make our environment exciting.