jobapplier

Operations Supervisor

Intelogix

About Intelogix

  • InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences.
  • Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers.
  • We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Responsibilities

  • Performance Management & Administration Manage key performance indicators (KPIs) including Customer Satisfaction, Quality, Average Handle Time, Contacts Per Hour (CPH/EPH/IPH), Ticket Logged Ratio (Billable), Adherence, Attendance, and In-Center/Off-Center Shrinkage.
  • Conduct regular team meetings (pre-shift, post-shift, and in-shift) to communicate program and company updates.
  • Conduct weekly coaching sessions for each agent, providing feedback, performance reviews, and goal setting, with additional coaching as needed.
  • Conduct at least one quality audit per agent per week and upload the results to both GC Central and Verint.
  • Actively manage attrition by identifying at-risk employees early, implementing retention strategies, and addressing performance issues promptly.
  • Timely review of client call-outs and identification of opportunities for agent or process improvement.
  • Timely review and follow-up on Coaching Opportunity Reports (CORs); ensure coaching is completed and confirmation submitted within 48 hours.
  • Maintain up-to-date records, including disciplinary actions, Performance Improvement Plans (PIPs), and coaching logs (uploaded to the GC Central Coaching Tracker – at least one per agent per week).

Applicants should have their own device

Windows 11 or higher 64-bit OS Dual monitors (must be connected during validation) At least 8GB RAM At least 256GB SSD storage Intel Core i5 (9th Gen or newer) or AMD Ryzen 5 20 Mbps upload / 100 Mbps download speed Wired Ethernet connection (Wi-Fi not allowed) ❌ macOS devices are not supported