Operations Supervisor – Customer Support Team Lead

About the role

The Operations Supervisor will lead a segment of the VitalChek support team, managing day‑to‑day activities in a high‑volume, customer‑facing environment. You will ensure service delivery meets defined SLAs while fostering team growth and operational excellence.

Key responsibilities

• Oversee recruitment, onboarding, and orientation of new hires in partnership with HR.
• Drive team performance through formal reviews, feedback, coaching, and personal development plans.
• Audit work, conduct call observations, and ensure compliance with policies and standards.
• Collaborate with cross‑functional partners to enhance customer experience and meet stakeholder expectations.
• Prepare reports, liaise with business owners, and develop processes to improve service levels.
• Promote a culture of continuous improvement and act as an employee champion for fair and equitable practices.
• Handle administrative tasks and any additional duties assigned.

Required profile

• Bachelor’s degree.
• 1‑2 years of leadership experience in a BPO environment.
• Familiarity with BPO metrics such as AHT, NPS, and SLA.
• Excellent written and verbal communication skills.
• Proven ability to manage change, prioritize, delegate, and solve problems.
• Detail‑oriented with strong project‑management capabilities.
• No disciplinary, attendance, or punctuality issues in the past 12 months.

Required skills

What we offer

• Country‑specific benefits focused on employee well‑being and happiness.