Operations Supervisor - BPO

The Operations Supervisor is responsible for overseeing daily operations within the BPO team, ensuring service delivery meets client expectations and internal KPIs. This role involves managing frontline staff, optimizing workflows, and driving performance improvements across customer service, technical support, or back-office functions.

🎯 Key Responsibilities:

Team Management & Leadership

• Supervise and support a team of agents across shifts to ensure consistent performance
• Conduct regular coaching, feedback sessions, and performance evaluations
• Manage scheduling, attendance, and adherence to workforce plans

Operational Excellence

• Monitor real-time operations and ensure SLA compliance
• Identify process gaps and implement corrective actions
• Collaborate with Quality and Training teams to maintain service standards

Reporting & Analysis

• Track and report key performance indicators (KPIs) such as AHT, CSAT, FCR, and productivity
• Analyze trends and provide actionable insights to improve efficiency
• Prepare daily/weekly/monthly performance reports for management

Client & Stakeholder Coordination

• Act as a point of contact for client escalations and operational updates
• Participate in client calls, reviews, and calibration sessions
• Ensure alignment with client expectations and contractual obligations

Compliance & Process Improvement

• Ensure adherence to company policies, data security, and compliance standards
• Drive continuous improvement initiatives and contribute to operational innovation
• Support implementation of new tools, technologies, and workflows