Operations Supervisor

About the Role

The Operations Supervisor will oversee daily contact center activities, ensuring that service quality, efficiency, and performance targets are consistently met. This role emphasizes managing team productivity, providing coaching, and delivering immediate operational support while complying with company norms, client expectations, and performance criteria.

Key Responsibilities

• Devote about 80% of working hours to observing, guiding, and developing the team.
• Lead and inspire agents to surpass performance, quality, and customer satisfaction goals.
• Execute routine performance evaluations and hold one-on-one coaching to enhance individual and collective results.
• Design and apply growth plans to boost agent capabilities and output.
• Create and maintain a motivated, results-driven team environment through recognition and engagement.
• Ensure team and process KPIs such as Service Level, Quality Score, First Call Resolution, Average Handling Time, and Customer Satisfaction are attained.
• Analyze live and historical performance metrics to identify shortfalls and implement improvements.
• Collaborate with key contacts to strategize and enforce action for low-performing KPIs.
• Lead continuous improvement efforts to increase team efficiency and operational effectiveness.
• Conduct periodic quality checks on calls, chats, and emails to verify compliance with client and company standards.
• Deliver structured feedback and on-the-job training based on quality assessments.
• Guarantee that agents abide by minimum quality and compliance standards consistently.
• Work jointly with QA teams to ensure scoring and feedback consistency.
• Offer immediate support on the floor during customer interactions and tackle escalated complaints professionally.
• Assist agents managing complicated queries and challenging situations.
• Promptly escalate and resolve operational issues affecting service quality.
• Steer daily processes aligned with Teleperformance Operational Processes & Standards or related frameworks.
• Maintain steady service levels while optimizing team productivity and balancing operational and financial goals.
• Identify and integrate operational best practices to enhance team performance.
• Ensure full compliance with company policies in security, HR, operations, and compliance.
• Oversee compliance within the team and report breaches immediately.
• Stay well-versed in client and regulatory standards.
• Coordinate closely with Workforce Management for staffing, Quality Assurance for performance calibration, Training teams for skills enhancement, and HR/Payroll for employee matters.

Required Skills and Competencies

• Leadership and coaching capabilities to nurture and manage high-performing teams.
• Comprehensive understanding of contact center KPIs and performance management.
• Excellent communication skills for professional interactions at all levels.
• Effective problem-solving skills for managing escalations and operational difficulties.
• Strong analytical skills to interpret data and drive performance enhancements.
• Customer-focused approach to consistently deliver excellent service.
• Meticulous attention to detail to maintain accuracy in tracking and compliance.

Qualifications and Experience

• A bachelor's degree or equivalent professional experience is required.
• Two to five years of experience within a contact center or BPO setting.
• Previous roles in team leadership or supervision preferred.
• Proficient knowledge of contact center tools and performance metrics.

Success Indicators

• Consistent achievement of team and process KPIs.
• Improved agent engagement and performance.
• High quality scores and positive customer satisfaction ratings.
• Effective escalation management and resolution of operational challenges.
• Strict adherence to policies and procedures.