Operations Supervisor

Job Summary

The 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 & Coachi ng:

• Allocate approximatel y 80% of time to team monitoring, coaching, and developme nt.
• Lead, motivate, and manage a team of agents t o meet and exceed performance, quality, and customer satisfaction targe ts.
• Conduc t regular performance reviews and one-on-one coaching sessio ns to improve individual and team outcomes.
• Create and implemen t development pla ns to enhance agent skills and performance.
• Foster a positive and high-performance team cultu re through engagement and recognition.

2. Performance & KPI Management:

• Ensure achievement of team-level and process-level K PIs, including:
• Service Level
• Quality Score.
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Customer Satisfaction (CSAT)
• Monitor real-time and historical performance data to identify gaps and drive improveme nts.
• Work closely wi th Points of Contact (PO Cs) to develop and execute action plans for underperforming KPIs.
• Drive continuous improvement initiatives to enhan ce team productivity and operational efficie ncy.

3. Quality Assurance & Monitoring:

• Perf orm regular interaction monito ring (calls, chats, emails) to ensure compliance with client and company standards.
• Provide structu red feedback, coaching, and on-the-job trai ning based on monitoring results.
• Ensure agents consistently m eet minimum quality and compliance requirem ents.
• Partner with QA teams to maint ain calibration and scoring consist e ncy.

4. Real-Time Support & Escalation Han dling:

• Pro vide real-time floor su pport to agents during customer interactions
• Handle and res olve escalated customer compl aints, especially irate or dissatisfied customers, in a professional manner
• Support agents in hand ling complex queries and difficult scen arios
• Ensure prompt escalation and resolution of operational issues impacting service deli very.

5. Operational Excellence & Service De livery

• Manage daily operations foll owing TOPS (Teleperformance Operational Processes & Stan dards) or relevant operational frameworks.
• Ensure consistent delive ry of required service levels while maximizing team produc tivity.
• Ba lance operational efficiency with customer experience and financial t argets.
• Identify operational improvements and impl ement best pra ctices across the team.

6. Compliance & Policy Ad herence

• Ensure adherence to all company policies and pro cedures (Security, HR, Operations, Compliance)
• Monitor and enforce compliance within the te am and report any violations imme diately
• Maintain a strong understand ing of client requirements and regulatory st a ndards.

7. Cross-Functional Colla boration

Collaborate close ly with:

• Workforce Manageme nt (WFM) for scheduling and staffing opti mization
• Quality Assura nce (QA) for performance cal ibration
• Traini ng teams for skill development ini tiatives
• HR/Payro ll teams for employee-related matters
• Support broader operational goals through effective communication and t eamwork.

Key Skills & Competencies:

• Leadership & Coaching: Ability to develop and manage high-perform ing teams
• Performance Ma nagement: Strong understanding of contact ce nter KPIs
• Communicatio n Skills: Clear, professional communication across a ll levels
• Problem -Solving: Ability to handle escalations and operational challenges ef ficiently
• Analytical Thinking: Ability to interpret performance data and drive imp rovements
• Custom er Focus: Strong commitment to delivering excellent customer e xperience
• Attention t o Detail: Ensures accuracy in performance tracking and c ompliance

Qualifications & Experience:

• Bachelor’s degree or equivalent experience
• 2–5 years of experi ence in a contact center or BPO e nvironment
• Prior experi ence in a team leader or supervisory role.
• Strong knowledge of contact center tools and performan ce metrics

Succe ss Measures:

• Achi evement of KPIs at team and pr ocess level
• Impr ovement in agent performance and enga gement
• High quality scores and customer satisfac tion level s.
• Effective handling of escalations and operational challe nges
• Strong compliance with policies and procedures