Contact Center Operations Supervisor
On-siteKilleen, Texas, United States
Job Summary
Supervise and support a team of contact center agents to meet performance targets and client SLAs. Monitor real-time operations, manage schedules, and ensure adherence to workforce plans. Provide coaching, feedback, and performance evaluations to drive continuous improvement. Handle escalated customer issues and ensure timely resolution. Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery. Analyze performance reports and implement action plans to address gaps. Foster a positive, high-performance team culture focused on customer satisfaction. This role requires a diploma or degree in Business, Communications, or a related field, along with 2+ years of supervisory experience in a BPO environment. Candidates must possess strong leadership skills and proficiency in Microsoft Office and CRM platforms.
Required Qualifications
- 2+ years of experience in a supervisory role within a BPO or contact center
- Strong leadership, coaching, and communication skills
- Solid understanding of contact center KPIs, tools, and technologies
- Proficiency in Microsoft Office and CRM/contact center platforms
- 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)
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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