Operations Supervisor

Job Summary

Managing team performance and administration, the full-time Operations Supervisor will oversee key performance indicators, conduct coaching sessions, and facilitate team meetings in a fully remote environment.

Key responsibilities

• Manage key performance indicators (KPIs) such as Customer Satisfaction and Quality while addressing performance issues promptly
• Conduct regular team meetings and weekly coaching sessions to provide feedback and set goals for agents
• Review client call-outs and Coaching Opportunity Reports to identify improvement opportunities and ensure timely follow-ups

Required qualifications

• Experience in team management or supervisory roles within a customer service environment
• Proficiency in performance management systems and data analysis
• Strong understanding of customer satisfaction metrics and quality assurance processes
• Ability to implement retention strategies and manage employee attrition
• Familiarity with coaching methodologies and performance improvement plans