Operations Supervisor - Call Center

Description

Job Summary: A leading contact center company is seeking an Operations Supervisor to lead campaigns and teams, ensuring KPI compliance and talent development. Key Highlights: 1. Lead agent teams and promote talent development. 2. Manage operations and meet KPIs and SLAs. 3. Opportunities for professional development in a growing company. Job Description A prominent contact center services company operating in the AMBA region is incorporating an Operations Supervisor into its structure to lead campaigns and management teams at its Northern Zone location. Main Responsibilities - Manage and supervise daily operations of assigned campaigns, ensuring compliance with KPIs and SLAs. - Lead agent teams, promoting talent development and a positive work environment. - Analyze operational metrics (productivity, absenteeism, turnover) and prepare reports for Management. - Coordinate with HR, Training, and Quality departments to implement continuous improvements. - Manage client/account relationships, guaranteeing agreed service standards. - Intervene in resolving operational conflicts and in personnel-related decision-making. Mandatory Requirements - Minimum 3 years of leadership experience in contact center or BPO companies. - Advanced proficiency in operational metrics and reporting tools (Excel, Power BI or similar). - Proven ability to manage teams. - Availability to work onsite in the Northern Zone. Additional Assets - University degree in Administration, HR, or related fields (not mandatory). - Knowledge of Collective Bargaining Agreement 130/75 (Commerce) or industry-specific agreements. - Results-oriented profile with strong leadership and communication skills. We Offer - Permanent employment contract with all statutory benefits. - Market-competitive remuneration. - Opportunities for professional development in a growing company. - A dynamic, continuous-improvement-oriented team. -Requirements- Minimum Education: High School 3 years of experience Age: 28 years or older Keywords: resident, supervisor, assistant manager, department head, responsible person, coordinator, manager, team leader, operations, operations, callcenter, telemarketer, telephone operator, telephonist, telephone-based