Sr Supervisor, SRT
Core
Lead a team of 16 cross-skilled associates supporting phone and non-phone workflows across multiple lines of business to ensure service levels and operational continuity.
Role type
Senior Operations Team Lead (Service Response)
Builds
Operational support workflows and team performance
Domain
Financial Services / Banking Operations
Deliverable
Dashboards & analysis | client delivery
Required skills
Team leadership, performance coaching, data-driven decision making, process improvement, change management, cross-functional partnership
Preferred skills
Experience leading multi-skilled teams, familiarity with call center metrics (adherence, AHT, QA)
Technologies
Call center management systems, performance analytics tools
Responsibilities
Coach associates through 1:1s, call reviews, and QA results; Use performance data to identify coaching opportunities and process gaps; Partner with WFM, L&D, and department leaders to support cross-skilling and queue coverage; Reinforce procedures and help associates apply feedback consistently.
Seniority
Senior, hands-on IC
