Supervisor I, Operations Management

About the role

The Supervisor I, Operations Management will own customer issues, drive improvements in customer experience, and lead a high‑performing team to meet service level agreements.

Key responsibilities

• Take ownership of customer issues, work across functions to resolve them and improve overall experience.
• Lead the team in achieving customer satisfaction targets and manage performance, development plans and coaching.
• Evaluate resource needs, conduct performance reviews and identify high‑potential team members for growth.
• Provide regular reports on CS KPIs, customer feedback and drive continuous improvement initiatives.
• Develop, communicate and implement change plans, involving staff and fostering a positive, innovative culture.

Required profile

• Bachelor’s degree holder with 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 and ability to collaborate across all organizational levels.
• Strong organizational, prioritization, delegation, problem‑solving and analytical abilities.
• Clean disciplinary, attendance and punctuality record for the past 12 months.

Required skills

• Experience using enterprise AI tools and technologies to support technical workflows.