OVERVIEW

The ideal candidate will have a strong background in managing teams within a BPO/call center environment, preferably in sales and marketing functions. You will be responsible for ensuring the team meets performance targets, drives customer satisfaction, and achieves sales objectives. The operations Supervisor reports directly to the Operations Manager.

RESPONSIBILITIES

Team Leadership & Management:

• Supervise, motivate, and coach a team of call center agents to meet performance goals.
• Manage daily operations, ensuring smooth workflow and adherence to service level agreements (SLAs).
• Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.

Team Communication and feedback

• Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.