Sr Operations Supervisor

Job description

Supervisor is responsible for leading a high‑performance team, driving operational excellence, and ensuring strong service delivery to clients and internal stakeholders. This role provides advanced supervision, coaching, and escalation support, while ensuring adherence to processes, quality standards, and performance goals. Supports continuous improvement initiatives, and helps maintain a positive, customer‑centric culture.

Responsabilities  Lead, motivate, and support a team of agents and/or supervisors to achieve daily, weekly, and monthly performance targets. Deliver regular coaching sessions, feedback, and performance reviews to drive skill development and accountability. Monitor performance trends and implement corrective action plans when needed. Serve as a reference point for complex cases, escalations, and high‑impact decisions.

Skills

 2–4 years of experience in a supervisory or team leadership role, preferably in a contact center, service, or operations environment.

Strong knowledge of operational KPIs and performance management methodologies.

Demonstrated ability to manage escalations and make sound decisions under pressure.

Excellent communication, interpersonal, and conflict‑resolution skills.

Ability to influence and mentor others with a positive and professional approach.

Strong analytical, reporting, and problem‑solving skills.

Proficiency in tools such as Excel, CRM platforms, ticketing systems, or WFM systems (as applicable).

Flexibility to work in a fast‑paced environment with shifting priorities.