Manage a team of customer service representatives, providing coaching, training and performance feedback

Monitor and analyze team and individual performance metrics to identify areas for improvement

Implement effective quality assurance processes and provide feedback to drive operational excellence

Collaborate with department heads to optimize workflows and implement new policies or procedures

Foster a positive, motivating team environment to support high staff engagement and retention

Identify and address any operational issues, escalating to senior management as needed

Ensure full compliance with client requirements, contractual obligations and internal policies


Requirements :

Minimum 1-2 years' experience in a contact center operations supervisory role(BPO)

Strong people management skills with the ability to lead, motivate and develop a team

Excellent verbal and written communication skills, with the ability to liaise effectively at all levels

Problem-solving mindset with a keen eye for detail and a focus on continuous improvement

Proficient in using contact center software and reporting tools

Understanding of contact center metrics and the ability to drive performance improvements

Familiarity with compliance and quality assurance processes in a contact center environment

Willing to work on a shifting schedule.