Operations Supervisor

Job Summary

1. Team Management & Coachi

• ng:
• Allocate approximatel
• y 80% of time to team monitoring, coaching, and developme
• nt.
• Lead, motivate, and manage a team of agents t
• o meet and exceed performance, quality, and customer satisfaction targe
• ts.
• Conduc
• t regular performance reviews and one-on-one coaching sessio
• ns to improve individual and team outcomes.
• Create and implemen
• t development pla
• ns to enhance agent skills and performance.
• Foster
• a positive and high-performance team cultu
• re through engagement and recognition.

2. Performance & KPI Management

• Ensure achievement
• of team-level and process-level K
• PIs, including:
• Service Level
• Quality Score.

• Customer Satisfaction (CSAT)

• Monitor real-time and historical performance data
• to identify gaps and drive improveme
• nts.
• Work closely wi
• th Points of Contact (PO
• Cs) to develop and execute action plans for underperforming KPIs.
• Drive continuous improvement initiatives to enhan
• ce team productivity and operational efficie
• ncy.

3. Quality Assurance & Monitoring

• Perf
• orm regular interaction monito
• ring (calls, chats, emails) to ensure compliance with client and company standards.
• Provide structu
• red feedback, coaching, and on-the-job trai
• ning based on monitoring results.
• Ensure agents consistently m
• eet minimum quality and compliance requirem
• ents.
• Partner with QA teams to maint
• ain calibration and scoring consist
• e
• ncy.

4. Real-Time Support & Escalation Han

• dling:
• Pro
• vide real-time floor su
• pport to agents during customer interactions
• Handle and res
• olve escalated customer compl
• aints, especially irate or dissatisfied customers, in a professional manner
• Support agents in hand
• ling complex queries and difficult scen
• arios
• Ensure prompt escalation and resolution of operational issues impacting service deli
• very.

5. Operational Excellence & Service De

• livery
• Manage daily operations foll

owing TOPS (Teleperformance Operational Processes & Stan

• dards) or relevant operational frameworks.
• Ensure consistent delive
• ry of required service levels while maximizing team produc
• tivity.
• Ba
• lance operational efficiency with customer experience and financial t
• argets.
• Identify operational improvements and impl
• ement best pra
• ctices across the
• team.

6. Compliance & Policy Ad

• herence
• Ensure adherence
• to all company policies and pro

cedures (Security, HR, Operations, Compliance)

• Monitor and enforce compliance within the te
• am and report any violations imme
• diately
• Maintain a strong understand
• ing of client requirements and regulatory st
• a
• ndards.

7. Cross-Functional Colla

• boration
• Collaborate close
• ly with:
• **Workforce Manageme**
• nt (WFM) for scheduling and staffing opti
• mization
• **Quality Assura**
• nce (QA) for performance cal
• ibration
• **Traini**
• ng teams for skill development ini
• tiatives
• **HR/Payro**
• ll teams for employee-related matters
• Support broader operational goals
• through effective communication and
• t
• eamwork.

Key Skills & Competencies

• **Leadership &**
• Coaching: Ability to develop and manage high-perform
• ing teams
• **Performance Ma**
• nagement: Strong understanding of contact ce
• nter KPIs
• **Communicatio**
• n Skills: Clear, professional communication across a
• ll levels
• **Problem**
• -Solving: Ability to handle escalations and operational challenges ef
• ficiently
• **Analytical**
• Thinking: Ability to interpret performance data and drive imp
• rovements
• **Custom**
• er Focus: Strong commitment to delivering excellent customer e
• xperience
• **Attention t**
• o Detail: Ensures accuracy in performance tracking and c
• ompliance

Experience

• Bachelor’s degree or equivalent experience
• 2–5 years of experi
• ence in a contact center or BPO e
• nvironment
• Prior experi
• ence in a team leader or supervisory role.
• Strong knowledge of contact center tools and performan
• ce metrics

Succe

• ss Measures:
• Achi
• evement of KPIs at team and pr
• ocess level
• Impr
• ovement in agent performance and
• enga
• gement
• **High quality scores and customer satisfac**
• tion level
• s.
• **Effective handling of escalations and operational**
• challe
• nges
• **Strong compliance with policies and**
• procedures