Operations Supervisor

About the Opportunity

This organization is a global digital business services provider delivering advanced, digitally powered solutions to help leading brands streamline their operations in meaningful and sustainable ways. The Operations Supervisor role focuses on coaching and developing teams to improve performance and support business goals.

Responsibilities

• Coach and develop teams and individuals to enhance skills
• Perform observations on recorded or live calls and score against provided standards
• Complete all work assignments within deadlines
• Maintain open availability for the position
• Lead, coach, and support Customer Service Representatives to meet performance, quality, and productivity targets
• Provide real-time coaching, side-by-side support, and feedback
• Conduct regular performance discussions and support improvement plans
• Recognize and reinforce positive behaviors and achievements
• Ensure adherence to policies, procedures, and regulatory requirements during customer interactions
• Monitor compliance with call scripts, account verification, and data privacy standards
• Address quality issues identified through call monitoring and audits
• Support employee engagement, attendance, and workplace policy compliance
• Assist with Advisor transitions from Nesting to Production
• Participate in training on new policies
• Work effectively in a fast-paced, dynamic, and change-oriented environment
• Perform other duties as assigned by management
• Ensure all policies and procedures are followed and report infractions to management promptly
• Strive to lead a strong team with high adherence, attainment, low attrition, and high quality

Requirements

• Experience in the Energy or Utility vertical preferred
• Strong work ethic
• At least 25% bilingual proficiency required
• Flexible to work Monday to Friday, any 8-hour shift between 7am and 8pm Arizona Time
• Strong customer care skills
• Accurate typing with good grammar and tone
• Ability to empathize with customers
• Quick learner with ability to retain system knowledge and new information
• Proficient with Windows-based computer systems and Microsoft Suite (Excel, PowerPoint, Outlook)
• Able to work independently and efficiently
• Maintain high ethical standards and professional demeanor
• Ability to multitask and meet deadlines

Benefits & Perks

• Paid training
• Competitive wages
• Full benefits including medical, dental, vision, 401k, and more
• Paid time off
• Employee wellness and engagement programs

Key skills/competency

• Operations Management
• Team Leadership
• Customer Service
• Performance Coaching
• Compliance Monitoring
• Employee Development
• Data Privacy
• Microsoft Office
• Bilingual Communication
• Workflow Management