Experienced Call Center Operations Supervisor
On-siteKilleen, Texas, United States
Killeen, Texas, United StatesOn-siteFull TimeAssociates DegreeLarge
Full TimeAssociates DegreeLarge
Job Summary
Supervise daily operations and ensure adherence to KPIs and SLAs while monitoring agent performance and providing regular coaching and feedback. Manage schedules, attendance, and real-time adherence, and handle 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 and proficiency in contact center tools and CRM systems.
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
- Background security investigation required
- Drug screening required
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