Client Services, Operations Supervisor

Role OverviewThe Operations Supervisor will lead a team of client service representatives, ensuring exceptional service delivery across email and call channels. This role requires strong leadership, operational oversight, and a commitment to meeting performance targets, productivity goals, and Service Level Agreements (SLAs). The ideal candidate will work collaboratively with the team and other internal stakeholders, fostering a positive and productive environment while driving operational excellence. ResponsibilitiesSupervise and mentor a team of client service representatives, fostering a culture of accountability and continuous improvement.Take ownership of team performance metrics, productivity, and SLA compliance for email and call channels.Act as the point of escalation for complex client issues, ensuring timely and satisfactory resolution.Monitoring and ensuring all disputes and escalations are resolved within timelines.Develop call scripts, email templates, FAQs to improve quality standardsImplement best practices to optimize response times and accuracy across all communication channels.Participate in process improvement sessionsPrepare monthly reports on feedback/complaints as well as team performanceSupport incoming enquiries and feedback via calls and email where neededSupport night desk duties on rotational basisOther ad hoc duties as necessaryRequirementsDiploma/Degree in any discipline. Candidates with relevant work experience will also be considered.Minimum 2 years of working experience in Supervisory Customer Service roles and complaints managementExcellent written and communication skillsStrong service mindset and good negotiation skillsBeing willing to lead and deliver changes. Motivated to bring about positive change.