Operations Supervisor

About the role

The Operations Supervisor will coach, mentor and motivate a team of agents to meet KPI targets, resolve customer escalations and champion cultural behaviours. The role also involves advocating for customers and driving process improvements to boost operational effectiveness.

Key responsibilities

• Achieve departmental growth by hitting targets and managing the team effectively.
• Design, suggest and implement strategic plans to improve processes.
• Assist with recruiting, setting objectives, coaching, and performance monitoring.
• Conduct daily reporting, including agent audits, breach reviews and statistical reviews.
• Send email huddles summarising MTD, week‑over‑week, and agent ranking statistics.
• Monitor agent step goals and determine need for Performance Improvement Plans.
• Meet monthly call review targets through live monitoring.
• Analyze agent adherence and adjust anomalies.
• Identify consumer trends and develop future leaders.
• Preside over staff meetings and handle customer complaints.

Required profile

• Excellent leadership, problem‑analysis and communication skills.
• Strong attention to detail, accuracy and time‑management.
• Ability to follow written and oral instructions, flexibility and professionalism.
• High competence in MS Office and a satisfactory performance evaluation.
• Associate degree or higher preferred.
• 2‑5 years BPO experience with at least 2 years in a supervisory role.