Operations Supervisor

Core Responsibilities

• Conduct daily huddles, weekly 1-on-1 coaching, and side-by-side monitoring to improve agent performance on hardware/software troubleshooting.

• Monitor key call center and technical metrics, including:

  • First Contact Resolution (FCR) for troubleshooting steps.
  • Average Handle Time (AHT) and Customer Satisfaction (CSAT).
  • Dispatch Rate (minimizing unnecessary physical technician dispatches).

• Act as the point of contact for complex technical issues, emergency/alarm handling errors, or irate customers demanding high-level intervention.

• Ensure agents strictly follow step-by-step technical diagnostic flows, safety/privacy protocols, and security hardware installation guides.

• Track daily attendance, shrink, schedule adherence, and manage shift rosters.

• Coordinate with Quality Assurance (QA), Training, and Operations Managers to report on trends (e.g., firmware bugs, widespread system outages, recurring hardware defects).

Key Requirements

• 1–3 years as an Operations Supervisor/Team Leader in a BPO environment; experience in Technical Support, Telecommunications, or IoT/Home Automation campaigns is highly preferred.
• Strong understanding of basic networking (Wi-Fi, IP addressing, routers), mobile app integrations, and smart home hardware (CCTV, motion sensors, hub panels).
• Strong leadership, root-cause analysis, stress management during critical escalations, and data-driven performance management.