Operations Supervisor

The Operations Supervisor (English Account) is responsible for managing, supporting, and motivating a team to achieve performance targets.

Key Responsibilities:

Operational Management:

• Supervise daily contact center operations to ensure service levels, productivity, quality, and customer satisfaction targets are consistently achieved.
• Monitor team performance against KPIs such as AHT, CSAT, Quality, Adherence, Attendance, Occupancy, and SLA.
• Analyze operational reports and performance dashboards to identify gaps, trends, and opportunities for improvement.
• Ensure smooth floor operations by proactively addressing escalations, staffing concerns, and workflow issues.
• Support the implementation of action plans to improve performance and meet business objectives.

Team Leadership:

• Lead, coach, and develop Team Leaders and/or agents to maximize their performance and potential.
• Conduct regular performance reviews, one-on-one meetings, and coaching sessions.
• Foster a positive work environment that promotes accountability, teamwork, and employee engagement.
• Support talent development initiatives including succession planning and identification of high-potential employees.
• Manage disciplinary actions, attendance issues, and employee relations matters in line with company policies.

Client and Stakeholder Management:

• Act as a point of contact for internal stakeholders and support client communication related to operational performance.
• Ensure client requirements, KPIs, and service expectations are clearly understood and effectively cascaded to the teams.
• Participate in business reviews, calibration sessions, and client meetings as needed.
• Maintain strong coordination with Quality, Training, WFM, HR, and Recruitment teams to support operational needs.

Quality and Continuous Improvement:

• Ensure compliance with internal procedures, client guidelines, and regulatory requirements.
• Partner with Quality and Training teams to identify performance gaps and implement development plans.
• Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and operational effectiveness.
• Promote best practices and standardization across the operation.

Reporting and Analysis:

• Prepare and present daily, weekly, and monthly operational reports.
• Track and interpret performance metrics to support decision-making and planning.
• Highlight risks, challenges, and recommended solutions to management in a timely manner.

Qualifications:

• Bachelor's degree in business administration, Management, or a related field is preferred.
• Minimum 4–5 years of experience in the contact center industry.
• At least 2–3 years of experience in a supervisory or leadership role.
• Minium 1 year of experience as a STM-ACM-OM.
• Strong understanding of contact center metrics, performance management, and client operations.
• Experience in managing teams in a fast-paced, target-driven environment.

Skills and Competencies:

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities and work under pressure.
• Strong commend of English language spoken and written.
• Good knowledge of contact center KPIs and reporting.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Ability to coach, motivate, and develop teams effectively.
• Strong stakeholder management and conflict resolution skills.

Preferred Qualifications:

• Experience in BPO or multinational contact center environments.
• Exposure to client-facing operations and performance reviews.
• Knowledge of workforce management and quality frameworks is a plus.