Operations Supervisor

Job Summary

The Operations Supervisor oversees the daily functioning of a contact center team and is accountable for meeting service, quality, and productivity goals. This position places strong emphasis on coaching, performance improvement, and live operational support, while making sure work practices stay aligned with company policies, client expectations, and required standards.

Team Leadership and Coaching

• Spend most of the workday, about 80%, observing agents, guiding them, and supporting their growth.
• Direct, encourage, and manage a team of agents so that service quality, productivity, and customer satisfaction targets are consistently achieved or exceeded.
• Hold regular performance discussions and one-on-one coaching sessions to strengthen both individual and team results.
• Build and follow development plans that help agents improve their capabilities and output.
• Promote a positive, engaged, and high-performance team environment through recognition and motivation.

Performance and KPI Ownership

• Take responsibility for team and process KPIs such as service level, quality score, first call resolution (FCR), average handling time (AHT), and customer satisfaction (CSAT).
• Review live and historical performance information to spot performance gaps and guide corrective action.
• Coordinate with points of contact to create and implement improvement plans for metrics that are falling behind target.
• Support ongoing improvements that raise team productivity and make operations more efficient.

Quality Monitoring and Feedback

• Regularly monitor customer interactions across calls, chats, and emails to confirm alignment with client and internal standards.
• Share clear feedback, coaching, and practical training based on monitoring outcomes.
• Ensure agents consistently satisfy minimum quality and compliance expectations.
• Work with QA teams to keep calibration and scoring standards consistent.

Real-Time Support and Escalation Management

• Provide immediate floor support to agents while they are handling customer conversations.
• Resolve escalated complaints professionally, including conversations with upset or dissatisfied customers.
• Assist agents with complex cases and challenging customer situations.
• Make sure operational issues are escalated quickly and resolved without disrupting service.

Operational Excellence

• Run daily operations in line with TOPS (Teleperformance Operational Processes & Standards) or the applicable operating framework.
• Maintain the expected service level while making the best use of team productivity.
• Balance efficiency, customer experience, and financial goals in day-to-day decisions.
• Spot opportunities for process improvement and apply best practices across the team.

Compliance and Policy Adherence

• Follow company policies and procedures covering security, HR, operations, and compliance.
• Watch for policy breaches within the team and report violations without delay.
• Keep up-to-date with client requirements and regulatory expectations.

Cross-Functional Collaboration

• Partner with Workforce Management for scheduling and staffing optimization.
• Coordinate with QA for performance calibration.
• Work with training teams on skill-building initiatives.
• Liaise with HR and payroll on employee-related matters.
• Contribute to broader operational goals through strong communication and teamwork.

Key Skills and Competencies

• Leadership and coaching ability
• Contact center performance management
• Clear and professional communication
• Problem-solving under pressure
• Data analysis and performance interpretation
• Customer-centric mindset
• Strong attention to detail

Qualifications and Experience

• Bachelor’s degree or equivalent practical experience.
• 2 to 5 years of experience in a contact center or BPO setting.
• Previous exposure to a team leader or supervisory position.
• Working knowledge of contact center tools and performance metrics.

Success Measures

• Team and process KPIs are consistently achieved.
• Agent performance and engagement improve over time.
• Quality scores and customer satisfaction remain high.
• Escalations and operational challenges are handled effectively.
• Policies and procedures are followed with strong compliance.