Operational Supervisor

Focus: The Operations Supervisor leads a frontline team to deliver consistent, high-quality service aligned with performance targets and client expectations. This role balances tactical execution with people leadership—ensuring that agents are supported, metrics are met, and processes are followed. The Supervisor acts as a key liaison between agents and management, driving accountability, coaching for growth, and fostering a culture of fairness and professionalism.

Key Responsibilities:

•      Supervise daily operations and ensure adherence to SLAs and KPIs

•      Conduct shift briefings, performance updates, and coaching sessions

•      Monitor dashboards and escalate performance or compliance issues

•      Allocate tasks and adjust staffing based on real-time needs

•      Maintain documentation standards for attendance, adherence, and incidents

•      Promote a culture of fairness, professionalism, and ethical conduct

•      Collaborate with Workforce, QA, and Training teams to support team development

•      Provide feedback and support to agents in alignment with company values and goals

•      Participate in calibration sessions and contribute to process improvement initiatives

•      Ensure compliance with company policies and client expectations

Competency

Behavioral Expectations

Builds Effective Teams

Coaches agents, fosters collaboration, and promotes peer support

Ensures Accountability

Tracks performance, escalates issues, and enforces standards

Plans and Aligns

Manages staffing, shift planning, and real-time adjustments

Communicates Effectively

Delivers feedback, leads briefings, and resolves conflicts

Instills Trust

Applies policies fairly, maintains confidentiality, and models integrity