Position Overview

We are looking for a dynamic Supervisor to lead, inspire, and develop our frontline team. In this role, you will focus on real-time performance management, floor coaching, and employee engagement to ensure our team consistently hits its KPIs and delivers world-class service.

 Key Responsibilities

• Lead and Mentor: Supervise a team of agents, conducting regular 1-on-1 coaching, team huddles, and performance reviews to drive growth.
• Boost Engagement: Foster a positive team culture to support employee morale, motivation, and retention initiatives.
• Monitor Metrics: Track real-time and daily performance metrics, including KPIs, SLAs, and QA scores, to ensure targets are met.
• Manage Performance Gaps: Identify performance trends and implement constructive coaching or corrective action plans when needed.
• Real-Time Floor Management: Monitor queue activity and partner with Workforce Management (WFM) to optimize staffing and coverage.
• Enforce Adherence: Ensure team compliance with schedule adherence, attendance policies, and daily break schedules.
• Support Onboarding: Assist with the training, nesting, and smooth transition of new hires into the production environment.
• Uphold Quality Standards: Review customer interactions, participate in QA calibrations, and handle escalated customer issues when necessary.
• Report & Communicate: Deliver daily performance reports to Operations Managers and clearly communicate operational updates to the team.

Requirements & Internal Eligibility

•  Minimum of 1 year in your current role within the company.
• Clean disciplinary record and consistently meeting or exceeding current KPIs.
•  Strong understanding of call center metrics, excellent communication skills, and demonstrated leadership potential.

Please ensure you have notified your current Supervisor or Manager before applying.