Operations supervisor

The BPO Operations Supervisor is responsible for managing daily operations of a team within a BPO/KPO environment. The role focuses on ensuring service delivery, maintaining quality standards, meeting performance targets, and driving team productivity while providing leadership and support to team members.

• Key Responsibilities:
• Supervise and manage a team of customer service representatives or agents
• Monitor daily operations to ensure productivity and service level targets are met
• Track team performance using KPIs such as AHT, SLA, CSAT, and quality scores
• Provide coaching, training, and performance feedback to team members
• Handle escalations and resolve customer issues effectively
• Conduct team meetings, briefings, and one-on-one sessions
• Ensure adherence to company policies, processes, and compliance standards
• Prepare daily, weekly, and monthly performance reports
• Collaborate with quality, training, and HR teams for continuous improvement
• Identify process gaps and implement improvement strategies

• Required Skills & Qualifications:
• Bachelor’s degree in any field (preferred)
• 2–5 years of experience in BPO operations, with at least 1 year in a supervisory role
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Good analytical and problem-solving skills
• Proficiency in MS Excel and reporting tools
• Ability to handle pressure and meet deadlines