Operations Supervisor

KPI Management & Monitoring • Skilled at identifying and tracking key performance indicators (KPIs) relevant to customer service, productivity, quality, and attendance. • Experienced in setting clear benchmarks and regularly reviewing metrics to ensure alignment with business and client goals. • Data-Driven Performance Analysis • Proficient in collecting, analyzing, and interpreting data from multiple sources (QA scores, CSAT/NPS, AHT, attendance reports, escalation trends, etc.). • Able to generate actionable insights from data to improve individual and team performance. • Comfortable using dashboards, spreadsheets, or CRM reporting tools to track and visualize results. • Goal Setting & Progress Tracking • Develops SMART or SMARTer goals for team members and tracks their progress over time. • Uses performance scorecards, trackers, and feedback loops to monitor improvements and highlight gaps. • Coaching & Feedback Based on Metrics • Leverages performance data to provide targeted coaching and mentoring, addressing both strengths and opportunities. • Conducts regular reviews (weekly, monthly, quarterly) to calibrate expectations and maintain accountability. • Trend Identification & Action Planning • Skilled at spotting trends in performance data (e.g., quality dips, customer pain points, or attendance patterns). • Creates and implements corrective action plans or development programs to address issues before they escalate. • Stakeholder Reporting • Prepares clear, data-backed reports for leadership or clients to communicate performance outcomes, progress, and recommendations. • Able to translate complex metrics into understandable narratives for decision-making. • Continuous Improvement • Ensures performance tracking isn’t just about reporting but also about building sustainable improvements. • Encourages agents to engage with their own performance data to promote ownership and self-improvement.

Leadership & People Management • Team supervision and workforce management • Coaching, mentoring, and performance development • Succession planning and leadership pipeline development • Conflict resolution and employee welfare advocacy • Facilitating huddles, team meetings, and calibration sessions Operational Planning & Execution • Workforce scheduling and shift planning • Prioritizing urgent vs. important tasks to ensure business continuity • Onboarding, training, and nesting for new hires • KPI monitoring, reporting, and action planning • Managing attendance and adherence to service levels Performance & Quality Management • Data-driven analysis of performance trends • Creating SMARTer action plans for sustainable improvements • Quality assurance and process compliance monitoring • Coaching to improve customer experience metrics (AHT, FCR, CSAT, etc.) Client & Stakeholder Collaboration • Handling escalations and complex customer situations • Partnering with internal stakeholders and clients to align on goals • Providing actionable recommendations to leadership or clients Customer Service & Telco/eCommerce Expertise • In-depth understanding of telco customer support operations • Managing virtual teams supporting eCommerce platforms • Ensuring high-quality, omnichannel customer support delivery Soft Skills & Core Competencies • Analytical thinking and problem-solving • Strong communication and interpersonal skills • Adaptability in a fast-paced environment • Promoting inclusivity, collaboration, and accountability within teams

• Performance Monitoring & Evaluation Skilled in tracking and analyzing Key Performance Indicators (KPIs) and service metrics to ensure compliance with client standards, internal policies, and customer satisfaction targets. • Data-Driven Analysis Experienced in creating SMARTer action plans backed by trend analysis and data review to identify areas for improvement and sustain long-term operational excellence. • Process & Compliance Oversight Ensured adherence to company policies, standard operating procedures (SOPs), and code of conduct, maintaining high quality and regulatory compliance in all interactions. • Coaching for Quality Conducted regular coaching, huddles, and feedback sessions focusing on quality metrics, service standards, and skill-building to improve overall team performance. • Escalation Handling & Root Cause Analysis Collaborated with stakeholders and clients to resolve escalations, conduct root cause analyses, and implement corrective actions to prevent recurrence. • Training & Onboarding for Quality Standards Designed and facilitated training and nesting programs to equip new and existing team members with the knowledge and skills needed to meet and exceed quality benchmarks. • Continuous Improvement Implemented structured feedback loops, monitored outcomes, and drove improvements in processes and customer experience across telco and eCommerce accounts.