Job Summary
The Operations Supervisor is responsible for leading a team of Team Leaders and/or Customer Service Representatives to ensure the achievement of operational targets, client expectations, and service excellence standards. This role focuses on driving performance, maintaining high levels of employee engagement, ensuring compliance with company and client policies, and delivering an exceptional customer experience in a fast-paced contact center environment.
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 2–4 years of experience in the contact center industry.
- At least 1–2 years of experience in a supervisory or leadership role.
- 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.
- 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.
