Requirements
The ideal candidate will possess a Bachelor's degree or equivalent experience, with 2-5 years in a contact center or BPO environment, including prior experience in a team leader or supervisory role. Strong knowledge of contact center tools and performance metrics is essential.
Description
Job SummaryThe Operations Supervisor is responsible for managing day-to-day contact center operations, ensuring the achievement of service, quality, and productivity targets. The role focuses heavily on team performance management, coaching, and real-time operational support, while ensuring compliance with organizational policies, client requirements, and performance standards.Key Responsibilities:1. Team Management & Coaching:Allocate approximately 80% of time to team monitoring, coaching, and development.Lead, motivate, and manage a team of agents to meet and exceed performance, quality, and customer satisfaction targets.Conduct regular performance reviews and one-on-one coaching sessions to improve individual and team outcomes.Create and implement development plans to enhance agent skills and performance.Foster a positive and high-performance team culture through engagement and recognition.2. Performance & KPI Management:Ensure achievement of team-level and process-level KPIs, including:Service LevelQuality Score.First Call Resolution (FCR)Average Handling Time (AHT)Customer Satisfaction (CSAT)Monitor real-time and historical performance data to identify gaps and drive improvements.Work closely with Points of Contact (POCs) to develop and execute action plans for underperforming KPIs.Drive continuous improvement initiatives to enhance team productivity and operational efficiency.3. Quality Assurance & Monitoring:Perform regular interaction monitoring (calls, chats, emails) to ensure compliance with client and company standards.Provide structured feedback, coaching, and on-the-job training based on monitoring results.Ensure agents consistently meet minimum quality and compliance requirements.Partner with QA teams to maintain calibration and scoring consistency.4. Real-Time Support & Escalation Handling:Provide real-time floor support to agents during customer interactionsHandle and resolve escalated customer complaints, especially irate or dissatisfied customers, in a professional mannerSupport agents in handling complex queries and difficult scenariosEnsure prompt escalation and resolution of operational issues impacting service delivery.5. Operational Excellence & Service DeliveryManage daily operations following TOPS (Teleperformance Operational Processes & Standards) or relevant operational frameworks.Ensure consistent delivery of required service levels while maximizing team productivity.Balance operational efficiency with customer experience and financial targets.Identify operational improvements and implement best practices across the team.6. Compliance & Policy AdherenceEnsure adherence to all company policies and procedures (Security, HR, Operations, Compliance)Monitor and enforce compliance within the team and report any violations immediatelyMaintain a strong understanding of client requirements and regulatory standards.7. Cross-Functional CollaborationCollaborate closely with:Workforce Management (WFM) for scheduling and staffing optimizationQuality Assurance (QA) for performance calibrationTraining teams for skill development initiativesHR/Payroll teams for employee-related mattersSupport broader operational goals through effective communication and teamwork.Key Skills & Competencies:Leadership & Coaching: Ability to develop and manage high-performing teamsPerformance Management: Strong understanding of contact center KPIsCommunication Skills: Clear, professional communication across all levelsProblem-Solving: Ability to handle escalations and operational challenges efficientlyAnalytical Thinking: Ability to interpret performance data and drive improvementsCustomer Focus: Strong commitment to delivering excellent customer experienceAttention to Detail: Ensures accuracy in performance tracking and complianceQualifications & Experience:Bachelor's degree or equivalent experience2–5 years of experience in a contact center or BPO environmentPrior experience in a team leader or supervisory role.Strong knowledge of contact center tools and performance metricsSuccess Measures:Achievement of KPIs at team and process levelImprovement in agent performance and engagementHigh quality scores and customer satisfaction levels.Effective handling of escalations and operational challengesStrong compliance with policies and procedures