Contact Centre Operations Supervisor

As a Supervisor, you will constantly help the organization to improve our customer experience and support our market growth efficiently. The Order Processing Supervisor will be responsible for managing 15-25 Order Processing Employees.

Job Title: Contact Centre Operations Supervisor

Location: Montego Bay, Jamaica
Company: Goldstar
Department: Order Processing
Reports To: Care & Operations Manager

Job Summary: 

As a supervisor, you will constantly help the organization to improve our customer experience and support our market growth efficiently.

The Order Processing Supervisor will be responsible for managing 15-25 Order Processing Employees. Reviewing, and analyzing performance data, conducting root cause analysis for performance gaps, creating improvement plans to address and correct and improve performance gaps. You will also be responsible for the team who work Goldstar orders from Order Entry Stage to production open stage.  

The Order Processing Supervisor will drive the engagement, communications, and customer obsession within the Order Processing team in line with the National Pen’s Goldstar established standards and company culture.

Key Responsibilities (including but not limited to): 

• Communicate effectively with team members to establish a clear understanding of job expectations, performance goals, and procedures.

• The successful candidate will be required to support and enforce Company Policies, Employee Code of Conduct, Compliance Requirements and Procedures, Call Handling, Dress Code, Attitude and Behavior, etc.
• Work with Department Manger to approve time-off requests, ensuring daily timecards are maintained and managing monthly commissions/bonuses.
• Support and assist with hiring, training, and maximizing staff productivity and impact.

• Monitor, motivate, coach and train order processing agents to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment, and feedback.
• Supervise and coordinate activities with the order processing team to ensure orders are entered and processed in a timely manner while ensuring high levels of accuracy and quality are maintained.
• Act as an enabler for customer experience activities - deliver best practices, tools, and guidance across the organization, and work in close collaboration with various teams and internal partners to identify and prioritize customer experience projects.
• Analyze various sources of data to identify patterns and customer pain points including industry benchmarks and internal operational data. Leverage insights to provide actionable recommendations to improve customer experience via training opportunities, process improvements, product improvement feedback, etc.
• Contribute to improving FCR by identifying areas of improvement on both customers & agents’ sides.
• Proactively educates assigned team on the importance of metrics, drivers, and customer experience.
• Create, support, and drive customer obsession with Order Processing teams.
• Manage customers escalation and identify proactive improvement. 
• Ensures Associate interactions are aligned with Quality Assurance objectives and targets.
• Be hands-on and demonstrates a desire to help team members by building effective working relationships, driving individual responsibility, and accountability, and contributing to the program’s successful performance.
• Reviews and distributes procedure changes/updates in a timely manner. Ensures team members understand changes and are aligned with organizational/site goals.
• Prioritize Payroll updates and review for team members on a weekly basis.  
• Plan and conduct team meetings to share information, calibrate knowledge and performance, and motivate Associates to learn and excel.
• Attend daily/weekly/monthly Leadership meetings.
• Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc.), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
• Administers HR and Department policies as instructed.
• Keep Manager informed of any escalating problems regarding products, systems, customer complaints, employee issues, departmental issues and any other matters involving or effecting the Department.
• Issue written and oral instructions and assist with questions and training of agents.
• Effectively create, issue, and manage employee Performance Reviews and Performance Improvement Plans, where necessary, in an effort to ensure that individuals meet objectives.

• Ensure disciplinary actions for front-line employees occur in transparent, accurate and timely manner.
• Communicate and maintain the Company’s vision, direction, and culture to the team. 

• Other duties and Special Projects as assigned.

Additional Responsibilities: Comply with company policies, safety rules and regulations for personal and as pertaining to other employees. Maintain work area, equipment, and supplies in a neat and orderly condition.  Report any problems or difficulties to the leadership group.  Assist others/perform other duties when time permits or when so instructed.

Requirements: 

• 3+ years supervisory experience in BPO field; CARE experience is a plus.

• Minimum of Five (5) CXC/GCE subjects, including English Language and Maths related subject, or HEART Level-II and High School Diploma or Degree.
• Strong Technical Support background is a plus. Knowledge of computer applications such as MS Office suite.
  • Strong knowledge of Oracle, GOPA/Matrix and Symbee is a plus.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to solve practical problems and deal with a variety of variables in situations.

• Demonstrated ability to work independently at a high level, under pressure, handle difficult situations with tact, grace and employ critical thinking methodologies.
• Strong customer focus with proven record of meeting deliverables within deadlines
• Analytical skills, understand basic statistics and continuous improvement methodologies.
• Ability to maintain the highest level of confidentiality, integrity, and overall ethics.
• Strong interpersonal, written, and oral communication skills.
• Ability to prioritize and organize work as well as manage frequent change.
• Demonstrate a problem-solving mentality.
• Flexibility in work schedule

Our Values

At Goldstar, we put Customers First, delivering impactful experiences through thoughtful solutions. We embrace Continuous Improvement, foster a Goal-Oriented mindset, and act with Integrity in all we do. Above all, we are People-Centric, valuing diversity, inclusion, respect, and empowers employees to grow and contribute meaningfully.

Equal Opportunity Employer:

Goldstar is an equal opportunity employer and encourages applications from all qualified individuals. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About Goldstar

Goldstar team operates in 5 continents, reflecting our dedication to meeting the unique needs of global clients while fostering strong local connections. By combining our international presence with tailored support, we deliver exceptional products and seamless service, building a community where shared growth and success thrive.

Goldstar is on a mission to redefine the branded gift and promotional merchandising experience. Through our partners, we’re helping brands make simpler and smarter buying decisions, create more meaningful connections, and deliver exceptional value at every step of the way. We’re continuously working on being better at everything we do—embracing a desire for ongoing transparency, innovation and growing our focus on sustainable development. We’re committed to helping shape a better, brighter future—together.

To learn more: https://www.simplygoldstar.com