Responsibilities

• Supervise and manage a team of agents, ensuring compliance with performance metrics and service level agreements (SLAs).
• Monitor daily operations, including call volumes, queue management, and workflow distribution.
• Conduct regular performance reviews and provide coaching and feedback to team members.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Analyze operational reports and identify opportunities for improvement in productivity and quality.
• Collaborate with Workforce Management and Quality Assurance teams to optimize schedules and maintain high service standards.
• Handle escalations and resolve issues promptly to ensure client satisfaction.
• Support training initiatives and assist with onboarding new team members.
• Prepare and present operational reports to management and clients as required.

Requirements & Skills

Education:

• Bachelor’s degree in Business Administration, Operations Management, or related fields (preferred).

Experience:

• Minimum of 2 years in a supervisory role within a BPO or contact center environment.