As a BPO Supervisor, you’ll be responsible for leading and managing a team of call center agents to deliver exceptional service, meet performance metrics, and maintain operational excellence. You’ll ensure adherence to processes, drive productivity, and foster a motivating environment where your team can thrive.

Key Responsibilities

• Team Leadership: Supervise a team of 10–25 BPO agents, ensuring performance and productivity targets are consistently met.
• Performance Management: Monitor KPIs such as AHT, CSAT, quality scores, and attendance. Conduct performance reviews and provide regular feedback.
• Training & Development: Identify skill gaps and coordinate or conduct training sessions to enhance team capability.
• Operational Oversight: Ensure compliance with standard operating procedures, service level agreements, and company policies.
• Reporting: Generate daily, weekly, and monthly reports to track team metrics and progress.
• Issue Resolution: Handle escalations efficiently, ensuring customer satisfaction and root-cause prevention.
• Continuous Improvement: Propose and implement process improvements to increase efficiency and service quality.
• Collaboration: Work closely with Quality Assurance, Workforce Management, and Client Services teams to align objectives and deliver seamless operations.

Qualifications

• Education: Bachelor’s degree in Business Administration, Communications, or related field (preferred but not mandatory).
• Experience: 5+ years of supervisory experience in a BPO or call center environment.
• Skills: Strong leadership and people management skills Excellent communication and problem-solving abilities Proficiency in Microsoft Office and CRM systems Analytical mindset with attention to detail Ability to thrive under pressure and manage multiple priorities

Key Competencies

• Customer-centric mindset
• Coaching and mentoring
• Data-driven decision-making
• Time management and adaptability
• Team collaboration and motivation