Operations Supervisor - BPO

An Operations Supervisor is responsible for overseeing daily operations, managing a team, and ensuring adherence to processes and standards to meet or exceed service and quality standards. This includes managing staff, monitoring performance, and driving productivity. They also collaborate with cross-functional teams, implement operational strategies, and ensure compliance with company policies and regulations.

Here's a more detailed breakdown of the responsibilities:

Key Responsibilities:

Supervision and Leadership:
Assign tasks, provide guidance, and evaluate the performance of team members.

Process Optimization:
Implement operational strategies to improve productivity and efficiency, and identify areas for process improvement.

Performance Monitoring and Improvement:
Track performance against targets (SLAs, KPIs), implement corrective actions, and drive sales conversions.

Compliance and Quality:
Ensure adherence to company policies, procedures, and safety regulations. Conduct regular audits and inspections.

Collaboration:
Work with cross-functional teams to optimize processes and resolve operational issues.

Team Development:
Provide training and development opportunities to enhance team members' skills and knowledge.

Operational Planning:
Establish operations objectives, work plans, and delegate assignments.

Attendance Management:
Manage and monitor site and cluster attendance.