Experienced Call Center Operations Supervisor
On-siteSavannah, Georgia, United States
Job Summary
Supervise daily operations and ensure adherence to KPIs and SLAs while monitoring agent performance to provide regular coaching and feedback. Manage schedules, attendance, and real-time adherence, handling escalated customer issues to ensure timely resolution. Collaborate with QA and Training to support agent development, analyze performance reports, and implement improvement strategies to foster a positive, high-performance team culture. Requires a minimum of three years in a supervisory role within a BPO contact center, proficiency in contact center tools and CRM systems, and the ability to manage performance in a fast-paced environment. Must be authorized to work in the country where the job is based and willing to submit to a Level II background investigation and drug screening.
Required Qualifications
- Associate Degree, Certification or Equivalent Combination of Training and Experience
- Minimum 3 years of experience in a supervisory role in a BPO contact center
- Strong leadership, communication, and problem-solving skills
- Proficiency in contact center tools, CRM systems, and reporting platforms
- Ability to manage performance in a fast-paced environment
- 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
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
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