Operations Supervisor
Company 81 - Manulife Data Services Inc.Job Description
The Operations Supervisor for Group Benefits CSC is primarily responsible for the day-to-day operations of the program according to the scope of work and service level requirements. Duties include hiring, managing performance, and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching, and development to direct reports, this role also evaluates and implements company policies and procedures. This function must determine long range goals and objectives to meet business operation expectations. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.
Key Responsibilities:
Effectively and efficiently manage the day-to-day operations of the team ensuring SLA is met
Manage the performance of Customer Service Professionals (CSPs) and/or Senior CSPs to meet and exceed service level agreements.
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