OPS Supervisor
Core
Lead front-line operational delivery for contact center and technical onboarding teams, ensuring accurate task completion, queue performance, and SLA adherence.
Role type
Front-line Operations Supervisor
Builds
Operational continuity for client onboarding and contact center service lines
Domain
Customer Support / Technical Onboarding
Required skills
Team supervision, real-time queue management, quality assurance, coaching, process adherence, cross-shift coordination, AI tool proficiency, bilingual communication
Preferred skills
Lean Six Sigma or Agile methodologies, advanced CRM/ticketing platform expertise, data analytics with Excel/Tableau, B2B SaaS implementation experience, change management
Technologies
CRM/ticketing platforms, telephony software, data management systems, AI tools, machine learning applications, Advanced Excel, Tableau
Responsibilities
Monitor day-to-day team performance and queue metrics, lead daily huddles and assign work tickets, conduct quality checks and provide coaching, troubleshoot live client escalations, coordinate with US team leads for case handoffs, foster team engagement and resolve conflicts
Seniority
Mid-level, hands-on IC
