Operations Supervisor – Contact Center

About the role

The Operations Supervisor will lead day‑to‑day activities in a contact‑center environment, ensuring service, quality and productivity targets are met. The role is heavily focused on team performance, real‑time support and compliance with both client and company standards.

Key responsibilities

• Allocate ~80% of time to monitoring, coaching and developing a team of agents to exceed performance and customer‑satisfaction goals.
• Track and drive achievement of KPIs such as Service Level, Quality Score, First Call Resolution, Average Handling Time and CSAT, using real‑time and historical data.
• Conduct regular interaction monitoring (calls, chats, emails) and provide structured feedback to ensure compliance and quality standards.
• Provide on‑floor real‑time support, handle escalated customer complaints and assist agents with complex queries.
• Manage daily operations following established operational frameworks (e.g., TOPS) and pursue continuous improvement initiatives.

Required profile

• Minimum 24 months of experience in contact‑center operations or a similar supervisory role.
• Proven ability to lead, motivate and develop a team of agents.
• Strong analytical skills to monitor performance data and implement corrective actions.
• Excellent communication skills for coaching, feedback and escalation handling.

Required skills

• Contact Center Tools