Experienced Call Center Operations Supervisor

Full-time Customer Service

Role Overview
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We are seeking an Experienced Operations Supervisor to lead a team of agents delivering exceptional service across BPO campaigns. You’ll be responsible for performance management, coaching, and ensuring operational excellence.

Key Responsibilities

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• Supervise daily operations and ensure adherence to KPIs and SLAs.
  
• Monitor agent performance and provide regular coaching and feedback.
  
• Manage schedules, attendance, and real‑time adherence.
  
• Handle escalated customer issues and ensure timely resolution.
  
• Collaborate with QA and Training to support agent development.
  
• Analyze performance reports and implement improvement strategies.
  
• Foster a positive, high‑performance team culture.
  

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