Team Supervisor, Vendor Operations

WHAT YOU WILL OWN:
-Assist coordinator on the floor by answering their questions.
-Process agent related activities such as scheduling, leave approvals and overtime planning in the internal trackers.
-Handle misconduct cases with the support of Employee and Labour Relations team.
-Update internal reference sheet(s) for any changes in SOP/information/process etc.
-Ensure smooth onboarding and assimilation of new coordinators.
-Work with relevant teams for smooth offboarding of resigning coordinators.
-Conduct daily huddles with coordinators.
-Support the Line Manager for monthly and quarterly performance reviews of confirmed coordinators and confirmation reviews of probationary coordinators.
-Collect feedback from agents on current technical issues and communicate with the relevant team to find solutions.
-Guide and train new hires or tenured coordinators on the existing SOPs, processes and procedures.
-Monitor the case queue and trigger cases as necessary in accordance with established processes.
-Support management with the execution of operational strategies, improvement efforts and other projects as assigned.
-Liaise with other departments and stakeholders to ensure cohesive operations and timely resolution of cross-functional issues.
-Work collaboratively with relevant stakeholders to address the issues faced by the corrdinators.
-Track KPI data and trends to regularly update senior management with performance insights and recommendations for improvement opportunities.
-Prepare daily/ weekly/ monthly reports and dashboards present to senior management.
-Support Senior Management to execute new initiatives
-Demonstrates strong knowledge in providing coaching that highlights areas for improvement and recognizes what was done well with the coordinator involved.