EWS Global OPS Supervisor
Core
Front-line leader ensuring real-time SLA compliance, accurate data processing, and high customer satisfaction for contact center and technical onboarding teams.
Role type
Senior IC operations supervisor
Builds
End-to-end operational delivery across assigned departmental service lines
Domain
Customer support / Technical onboarding
Required skills
Real-time queue management, QA reviews, team coaching, CRM/ticketing platform usage, AI tool adoption, conflict resolution, process adherence, cross-shift coordination
Preferred skills
Lean Six Sigma or Agile methodologies, advanced CRM certifications (Salesforce, Zendesk, Genesys), custom reporting with Excel/Tableau, B2B tech implementation experience, change management
Technologies
Salesforce, Zendesk, Genesys, Advanced Excel, Tableau
Responsibilities
Lead daily huddles and assign work tickets, monitor active call/chat queues and implementation pipelines, conduct quality checks on communications and technical setups, coordinate with US team leads for escalated client cases, foster team engagement through support and recognition
Seniority
Mid-level, hands-on IC