Role Overview
As an Operations Supervisor, you’ll guide a team of 12–18 employees through the daily demands of a customer service operation. You’ll balance staffing, service performance, and customer satisfaction while helping people build their skills and deliver consistent, high-quality support.
Key Responsibilities
- Set clear expectations and coach team members toward operational, quality, and customer experience targets.
- Coordinate day-to-day staffing and workflow to support service levels and respond to changing business needs.
- Monitor team performance and customer satisfaction, addressing issues and identifying opportunities to improve results.
- Build an accountable, engaged team culture that encourages practical problem-solving and continuous improvement.
- Partner with Quality, Training, and Recruiting teams to support consistent processes and team readiness.
- Give regular, constructive feedback, recognize strong contributions, and support employee development.
- Help strengthen retention and improve performance through effective coaching and team support.
Requirements & Qualifications
- Leadership experience in customer service or a contact center is preferred.
- Advanced English proficiency at C1–C2 level.
- Strong communication and problem-solving abilities.
- Ability to manage competing priorities in a fast-paced environment.
- A positive, solution-focused approach to operational challenges.
- Genuine interest in coaching, mentoring, and developing employees.
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