Operations Supervisor - Apprentice

ECAM is looking for talented individuals like you! Be the next Operations Supervisor.

The Operations Supervisor will be responsible for overseeing day- to- day operations of (Video Review/Escalation/Detection, etc.) team.

Regularly assess own and team’s challenges in completing the tasks while upholding group accountability and responsibility in operational goals.

The Supervisor will be the first line of support for every business escalation related to team operations and will work with Operations Manager in handling business risks.

Job Highlights:

-Day 1 HMO for you and two (2) of your dependents.

-Annual and Performance Based Salary Increase

-Additional Leave Credits

Duties & Responsibilities:

Team Leadership: 

Lead and motivate a team to achieve performance goals and exceed customer satisfaction targets. 

Conduct regular team meetings to communicate updates, share best practices, and address any concerns. 

Performance Management: 

Monitor individual and team performance metrics, providing constructive feedback and coaching to improve performance. 

Develop and implement performance improvement plans as needed. 

Quality Assurance: 

Implement and oversee quality assurance programs to ensure high standards of service delivery. 

Conduct regular audits of customer interactions and provide feedback to agents for continuous improvement. 

Training and Development: 

Coordinate training sessions for new hires and ongoing training for existing team members. 

Identify training needs and collaborate with the training department to address skill gaps. 

Process Improvement: 

Work closely with operations and quality teams to identify process improvements and efficiency enhancements. 

Implement changes to streamline operations and enhance overall service delivery. 

Customer Escalations: 

Handle escalated customer issues, ensuring timely resolution and maintaining customer satisfaction. 

Provide guidance to team members on effective problem-solving and conflict resolution. 

Reporting and Analysis: 

Generate and analyze performance reports to identify trends and areas for improvement. 

Utilize data-driven insights to make informed decisions and drive operational excellence. 

Compliance: 

Ensure team adherence to company policies, procedures, and compliance standards. 

Stay updated on industry regulations and implement necessary changes to maintain compliance. 

Qualifications:

Bachelor's Degree

Experience in Security/ Armed Forces/ Protective Services, Video Surveillance Monitoring or equivalent is a plus but not required. Required language(s): English. Proven ability to lead and manage a team effectively. Experience in conducting regular team meetings, performance evaluations, and providing constructive feedback. Experience in fostering a positive and inclusive team culture. 

Experience in implementing changes and leading teams through transitions. 

Experience in project management is a plus. 

Minimum of 2-3 years of experience in a supervisory role within a BPO environment. 

Knowledgeable in Microsoft Office suite including Word and Excel, Outlook email, etc. 

Strong performance management skills. Track record of meeting and exceeding key performance indicators (KPIs) for both individual and team performance. Proven ability to analyze data, identify trends, and implement solutions to improve overall team performance. Knowledge of coaching, mentorship, performance evaluation and change management principles. Leadership and organizational skills 

Excellent communication skills (presentation and report writing). 

Excellent knowledge of MS Office; working knowledge of program/project management software (MS Project etc.) is a strong advantage. 

Strong organizational skills with the ability to prioritize tasks and manage time effectively. 

Thorough understanding of project/program management techniques and methods. 

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.