A Call Center Operations Supervisor directs day-to-day team activities to ensure performance targets are met. Key duties include monitoring call quality, handling escalated issues, and coaching agents to optimize metrics like average handle time and customer satisfaction. They also manage staffing, training, and operational reporting.

Qualifications:

• At least 2 years Supervisory experience in a BPO/Contact Center
• Willing to work onsite
• Can start immediately
• Willing to work on a shifting schedule

Job Responsibilities:

• Lead and manage a team of Customer Service Representatives

• Monitor team performance and provide coaching

• Ensure quality and operational excellence

• Improve team productivity and workflow

• Resolve operational concerns and escalate when needed

• Ensure compliance with company and client standards