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 re...