Job Description
The Operations Supervisor oversees daily contact center and service delivery activities, ensuring team performance, service level adherence, and client satisfaction. This role bridges management and frontline agents by monitoring KPIs, coaching staff, and enforcing compliance with client policies. The supervisor drives operational efficiency, quality, and workforce development while collaborating with cross‑functional teams to optimize processes and support business growth.
Qualifications
Education & Experience
- Bachelor’s degree in Business Administration, Management, Data Analytics, Statistics, Communications, or related field.
- Equivalent supervisory or operational leadership experience in contact center operations, workforce management, reporting analytics, or customer experience may be considered.
- 4–6 years of experience in contact center operations, analytics, workforce support, or customer experience management, with at least 1–2 years in a supervisory or team leadership role.
- Proven track record of driving operational efficiency, quality, and client satisfaction.
- Flexible, adaptable, and hands‑on approach with strong stakeholder management skills.
- Effective communication and presentation skills, with experience in operational reviews, client discussions, and business planning.
Professional Competencies
- Strong knowledge of SLA monitoring, queue management, productivity metrics, and workflow analysis.
- Deep understanding of contact center operations across voice, chat, email, and omnichannel support.
- Advanced proficiency in reporting and analytics tools (Excel, Power BI, Tableau, SQL, Google Sheets).
- Skilled in extracting and analyzing CRM data to identify trends and operational insights.
- Strong analytical thinking and data storytelling skills, able to translate data into actionable recommendations.
- Process‑oriented mindset with experience in process improvement, conflict resolution, and executive‑level stakeholder engagement.
Key Responsibilities
- Lead and manage team performance, including KPI monitoring, coaching, and scheduling.
- Ensure service quality and compliance through QA audits, SLA adherence, and SOP enforcement.
- Act as SME for client accounts, prepare performance reports, and manage escalations.
- Collaborate with HR, IT, and training teams to resolve workforce and operational challenges.
- Drive process improvement initiatives, root cause analysis, and continuous optimization.
- Manage workforce allocation, resource planning, and talent acquisition support.
- Oversee payroll, attendance, and equipment coordination for operational accuracy.
- Leverage analytics for decision‑making, reporting, and executive transparency.
- Champion digital transformation, automation, and innovation in customer experience.
- Ensure compliance with labor laws, data privacy, ISO standards, and risk management protocols.