Responsibilities
Supervise and manage a team of agents, ensuring compliance with performance metrics and service level agreements (SLAs).
Monitor daily operations, including call volumes, queue management, and workflow distribution.
Conduct regular performance reviews and provide coaching and feedback to team members.
Ensure compliance with company policies, client requirements, and regulatory standards.
Analyze operational reports and identify opportunities for improvement in productivity and quality.
Collaborate with Workforce Management and Quality Assurance teams to optimize schedules and maintain high service standards.
Handle escalations and resolve issues promptly to ensure client satisfaction.
Support training initiatives and assist with onboarding new team members.
Prepare and present operational reports to management and clients as required.
Requirements & Skills
Education:
Bachelor's degree in Business Administration, Operations Management, or related fields (preferred).
Experience:
Minimum of 2 years in a supervisory role within a BPO or contact center environment.