Operations Supervisor

Company Description

Location: Amman, Jordan

CsMena is a leading Business Process Outsourcing (BPO) company specializing in delivering multilingual customer experience, customer service, content moderation, and business support solutions to global clients.

Through operational excellence, technology enablement, and a highly skilled workforce, CsMena helps organizations improve customer engagement, optimize operations, and achieve sustainable business growth.

We are seeking an experienced, high-performing Operations Supervisor to lead and develop our BPO team

About the Role

In this role, you will be responsible for overseeing daily operations, driving key performance indicators (KPIs), mentoring team leads and frontline agents, and ensuring client Service Level Agreements (SLAs) are consistently met or exceeded.

The ideal candidate thrives in a fast-paced environment, possesses strong data-driven decision-making skills, and is passionate about coaching team members to reach their full potential.

Key Responsibilities

Team Leadership & People Management

Supervise daily floor operations, maintaining high visibility and accessibility for frontline agents.

Conduct weekly 1-on-1 coaching sessions, monthly performance evaluations, and personalized career development plans.

Drive team engagement, morale, and retention strategies to minimize turnover.

Manage attendance, punctuality, and time-off requests while maintaining required floor coverage.

Operational Excellence & Metrics

Monitor key operational metrics including CSAT, AHT, FCR, SLA compliance, QA scores, and attrition.

Analyze daily operational reports to identify trends, performance bottlenecks, and root causes.

Execute real-time queue management to maintain target SLA performance.

Client & Stakeholder Relations

Serve as an operational point of contact for client escalations and daily business queries.

Participate in daily/weekly operational reviews with external client stakeholders and internal management.

Support line operations during new product launches, campaign transitions, or workflow updates.

Quality Assurance & Escalations

Review recorded customer interactions alongside QA analysts to identify skill gaps and trend lines.

Act as the primary floor escalation point for complex, sensitive, or high-risk customer complaints.

Partner with technical support and facilities teams to immediately report and track resolution of outages or equipment failures.

Reporting & Client Communications

Prepare daily operational briefings, weekly scorecard reviews, and monthly business reviews (MBR) for management.

Participate in client calibration calls to align quality scoring standards and process updates.

Ensure all Standard Operating Procedures (SOPs) and policy updates are clearly communicated and adopted across the team.

Required Qualifications

Bachelor's degree in business administration, engineering, communications, or related field.

Minimum 2–3 years of experience in a BPO environment, with at least 1–2 years in a supervisory role

Proven understanding of core contact center metrics (CSAT, AHT, FCR, QA, Abandonment Rate).

Excellent verbal and written communication skills with strong team facilitation and conflict resolution abilities.

Proficiency in Workforce Management (WFM) tools (NICE, Verint, Aspect).

Proficiency in CRM software (e.g., Salesforce, Zendesk), MS Office (Excel, PowerPoint), and workforce Willingness to work in shifts, including night shifts, weekends, and holidays as operational demands require.

*Relocation to Jordan is required

Key Performance Indicators (KPIs)

Operational Efficiency

Quality & Customer Experience

People & Team Management

Compliance & Escalations

What We Offer

Competitive salary package.

Opportunity to shape the marketing function of a growing BPO organization.

Exposure to global clients and international markets.

Professional development opportunities.

Dynamic and innovation-driven work environment.