Position Overview:
The Operations Supervisor is responsible for leading, coaching, and developing a team of Tier 1 and/or Tier 2 customer service representatives supporting a high-visibility customer service program across voice and digital channels.
This role is accountable for driving team performance, customer experience, quality, productivity, compliance, engagement, and readiness. The Supervisor ensures representatives can communicate clearly, diagnose customer issues, apply knowledge accurately, adapt to changing situations, and deliver consistent customer-focused resolutions.
The Operations Supervisor also supports the successful rollout and adoption of new products, processes, tools, policies, channels, and operational initiatives.
Essential Functions & Responsibilities:
- Lead and manage a team of Tier 1 and/or Tier 2 representatives across assigned customer service channels, including voice, chat, messaging, email, social, web forms, or other digital support channels.
- Set clear expectations for team performance, quality, customer experience, attendance, adherence, compliance, and professional behavior.
- Coach representatives to communicate clearly, ask relevant questions, diagnose issues logically, apply knowledge accurately, and adapt their approach based on the customer situation.
- Review customer interactions to assess both the resolution provided and the path taken to reach that resolution.
- Conduct regular coaching sessions, performance discussions, development planning, and readiness assessments.
- Monitor key performance trends, including productivity, quality, customer satisfaction, repeat contacts, escalations, attendance, and adherence, and translate findings into action plans.
- Handle customer escalations with sound judgment, ownership, empathy, and urgency.
- Partner with Operations, Quality, Training, Workforce Management, Knowledge Management, and client stakeholders to close performance, process, knowledge, and readiness gaps.
- Support new product, process, policy, tool, workflow, and channel rollouts by completing required training, reinforcing adoption, and monitoring team execution.
- Escalate operational, system, workflow, or knowledge issues with clear examples, business impact, and recommended actions.
- Support team engagement, administrative requirements, scheduling, coverage, policy adherence, and applicable compliance expectations.
- Flexibility in working hours and adapting to training settings (remote/in person) will be required to accommodate business needs and deadlines.
Required Experience, Skills & Education:
Education
- Bachelor’s Degree preferred, or equivalent combination of education, leadership experience, and relevant contact center experience.
Experience, Knowledge, and Skills
- 2–3 years of supervisory experience in a customer service, contact center, or BPO environment.
- Experience leading teams in a fast-paced, metrics-driven customer service environment.
- Strong verbal and written communication skills, with the ability to explain information clearly and naturally.
- Proven ability to coach, motivate, develop, and hold representatives accountable.
- Experience using performance data, quality results, customer feedback, and operational trends to identify gaps and drive improvement.
- Strong problem-solving, decision-making, and judgment in customer-impacting situations.
- Ability to learn, apply, teach, and reinforce new products, processes, tools, policies, and customer requirements.
- Ability to lead teams through change, ambiguity, product launches, process updates, and operational initiatives.
- Experience supporting voice and/or digital customer service channels preferred.
Core Competencies & Personal Attributes:
- Customer and brand focus: Understands the impact frontline service has on customer trust and brand perception.
- Behavior-based coaching: Coaches to specific behaviors, not just outcomes or metric results.
- Communication clarity: Models clear, concise, professional, and natural communication.
- Critical thinking: Uses logic, context, data, and judgment to solve problems and guide decisions.
- Adaptability: Remains effective when information is incomplete, priorities shift, or customer situations change.
- Accountability: Takes ownership of team results, performance gaps, readiness, and follow-through.
- Change leadership: Helps the team understand, adopt, and sustain new ways of working.
- Collaboration: Works effectively with internal teams, vendor leadership, and client stakeholders.
Technical Skills:
- Proficiency with Microsoft Office applications and business productivity tools.
- Working knowledge of CRM platforms, knowledge bases, quality tools, reporting dashboards, workforce management systems, and contact center technologies preferred.
- Ability to review customer interactions and performance data across assigned support channels.
