Supervisor, Contact Center Operations
Core
Lead teams across customer-facing and back-office functions to ensure service levels, productivity, quality, and compliance standards are met.
Role type
Supervisor, Contact Center Operations
Builds
Contact center and operational functions for clients and customers
Domain
Payments and Financial Services
Required skills
team leadership, coaching, workforce planning, quality monitoring, performance management, process improvement, risk mitigation, stakeholder management, analytical decision-making, problem-solving
Preferred skills
experience leading teams in Contact Center or Fraud Operations, knowledge of service level management and operational reporting, managing client escalations
Responsibilities
Lead and develop high-performing teams through coaching and succession planning; Drive service delivery excellence by overseeing workforce planning and SLA performance; Partner with clients and business leaders to resolve operational challenges; Champion process improvement and risk mitigation; Manage escalated customer and operational issues.
