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 & 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 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 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 interactions
• Handle and resolve escalated customer complaints, especially irate or dissatisfied customers, in a professional manner
• Support agents in handling complex queries and difficult scenarios
• Ensure prompt escalation and resolution of operational issues impacting service delivery.

5. Operational Excellence & Service Delivery

• Manage 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 Adherence

• Ensure adherence to all company policies and procedures (Security, HR, Operations, Compliance)
• Monitor and enforce compliance within the team and report any violations immediately
• Maintain a strong understanding of client requirements and regulatory standards.

7. Cross-Functional Collaboration

Collaborate closely with:

• Workforce Management (WFM) for scheduling and staffing optimization
• Quality Assurance (QA) for performance calibration
• Training teams for skill development initiatives
• HR/Payroll teams for employee-related matters
• Support broader operational goals through effective communication and teamwork.

Key Skills & Competencies:

• Leadership & Coaching: Ability to develop and manage high-performing teams
• Performance Management: Strong understanding of contact center KPIs
• Communication Skills: Clear, professional communication across all levels
• Problem-Solving: Ability to handle escalations and operational challenges efficiently
• Analytical Thinking: Ability to interpret performance data and drive improvements
• Customer Focus: Strong commitment to delivering excellent customer experience
• Attention to Detail: Ensures accuracy in performance tracking and compliance

Qualifications & Experience:

• Bachelor's degree or equivalent experience
• 2–5 years of experience in a contact center or BPO environment
• Prior experience in a team leader or supervisory role.
• Strong knowledge of contact center tools and performance metrics

Success Measures:

• Achievement of KPIs at team and process level
• Improvement in agent performance and engagement
• High quality scores and customer satisfaction levels.
• Effective handling of escalations and operational challenges
• Strong compliance with policies and procedures