Operations Supervisor

Key Responsibilities:
Supervise, coach, and mentor a team of customer service representatives to achieve performance targets.
Monitor team productivity, quality, and adherence to company policies and procedures.
Analyze performance metrics and implement strategies to improve efficiency and customer satisfaction.
Handle escalations, resolve customer concerns, and provide support to agents when needed.
Conduct regular team meetings, training sessions, and performance reviews.
Collaborate with management and other departments to drive operational improvements.
Ensure compliance with company policies, industry standards, and regulatory requirements.
Maintain a positive and motivating work environment to enhance employee engagement.

Qualifications & Skills:
Bachelor’s degree in Business Administration, Management, or a related field (or equivalent work experience).
Proven experience in a supervisory role within a call center or customer service environment.
Strong leadership and people management skills.
Excellent communication, problem-solving, and decision-making abilities.
Ability to multitask, prioritize, and work in a fast-paced environment.
Proficiency in using CRM tools, reporting systems, and Microsoft Office applications.
Flexibility to work in shifts, including weekends and holidays, if required.

Preferred Qualifications:
Experience in handling high-volume customer support teams.
Knowledge of contact center technologies and workforce management.
Familiarity with performance management and coaching methodologies.

Employment Type: Full Time / Regular