Contact Center Operations Supervisor
On-siteLas Cruces, New Mexico, United States
Job Summary
Supervise and support a team of contact center agents to meet performance targets and client SLAs while monitoring real-time operations and managing schedules. Provide coaching, feedback, and performance evaluations to drive continuous improvement, handle escalated customer issues, and collaborate with QA, Training, and Workforce teams to align on goals. Analyze performance reports and implement action plans to address gaps, fostering a positive, high-performance team culture focused on customer satisfaction. Requires 2+ years of supervisory experience in a BPO environment, proficiency in contact center tools, and ability to work flexible shifts including weekends or holidays.
Required Qualifications
- 2+ years of experience in a supervisory role within a BPO or contact center
- Ability to work flexible shifts, including weekends or holidays
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Diploma or degree in Business, Communications, or a related field (preferred)
- Strong leadership, coaching, and communication skills
- Solid understanding of contact center KPIs, tools, and technologies
- Proficiency in Microsoft Office and CRM/contact center platforms
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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