Operations Supervisor
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Key skills for this role
About the Role
TP seeks an Operations Supervisor to manage day-to-day contact center operations in Dubai. The role focuses on team performance management, coaching, real-time support, and ensuring service level targets.
Key Skills for This Role
Responsibilities
- Allocate approximately 80% of time to team monitoring, coaching, and development
- Lead, motivate, and manage a team of agents to meet performance targets
- Conduct regular performance reviews and one on one coaching sessions
- Create and implement development plans to enhance agent skills
- Ensure achievement of team level KPIs including Service Level, Quality Score, FCR, AHT, CSAT
- Monitor real time and historical performance data to identify gaps and drive improvements
- Perform regular interaction monitoring (calls, chats, emails) for quality compliance
- Provide real time floor support and handle escalated customer complaints
- Manage daily operations following TOPS or relevant operational frameworks
- Collaborate with WFM, QA, Training, and HR teams
Requirements
- Bachelor’s degree or equivalent experience
- 2–5 years of experience in a contact center or BPO environment
- Prior experience in a team leader or supervisory role
- Strong knowledge of contact center tools and performance metrics
Full Job Posting
Job Summary
- The Operations Supervisor is responsible for managing day to day contact center operations, ensuring the achievement of service, quality, and productivity targets.
- The role focuses heavily on team performance management, coaching, and real time operational support, while ensuring compliance with organizational policies, client requirements, and performance standards.
Key Responsibilities
- Team Management & Coaching: Allocate approximately 80% of time to team monitoring, coaching, and development.
- Lead, motivate, and manage a team of agents to meet and exceed performance, quality, and customer satisfaction targets.
- Conduct regular performance reviews and one on one coaching sessions to improve individual and team outcomes.
- Create and implement development plans to enhance agent skills and performance.
- Foster a positive and high performance team culture through engagement and recognition.
- Performance & KPI Management: Ensure achievement of team level and process level KPIs including Service Level, Quality Score, FCR, AHT, CSAT.
- Monitor real time and historical performance data to identify gaps and drive improvements.
- Work closely with Points of Contact (POCs) to develop and execute action plans for underperforming KPIs.
- Drive continuous improvement initiatives to enhance team productivity and operational efficiency.
- Quality Assurance & Monitoring: Perform regular interaction monitoring (calls, chats, emails) to ensure compliance with client and company standards.
- Provide structured feedback, coaching, and on the job training based on monitoring results.
- Ensure agents consistently meet minimum quality and compliance requirements.
Key Skills & Competencies
- Leadership & Coaching: Ability to develop and manage high performing teams
- Performance Management: Strong understanding of contact center KPIs
- Communication Skills: Clear, professional communication across all levels
- Problem Solving: Ability to handle escalations and operational challenges efficiently
- Analytical Thinking: Ability to interpret performance data and drive improvements
- Customer Focus: Strong commitment to delivering excellent customer experience
- Attention to Detail: Ensures accuracy in performance tracking and compliance
Qualifications & Experience
- Bachelor’s degree or equivalent experience
- 2–5 years of experience in a contact center or BPO environment
- Prior experience in a team leader or supervisory role
- Strong knowledge of contact center tools and performance metrics
Success Measures
- Achievement of KPIs at team and process level
- Improvement in agent performance and engagement
- High quality scores and customer satisfaction levels
- Effective handling of escalations and operational challenges
- Strong compliance with policies and procedures
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