Lead Supervisor, Operations

Overview

Lead Supervisor Operations

Responsibilities

• Strong call center background with at least 2 years of experience in CC operations
• Ability to analyze metrics, KPIs, and reports to identify performance gaps
• Demonstrates strong presentation skills in client meetings and business reviews
• Proactive in resolving escalations, operational issues, and team challenges
• Strong analytical skills and proficiency in Excel and PowerPoint for data management
• Highly motivated to drive team performance and achieve business objectives
• Efficient in multitasking and meeting deadlines
• Capable of handling client escalations effectively
• Must remain aware of work-related updates and activities during off days
• Strong cross-functional coordination with T&D, QA, and other departments

Qualifications

• C1-level English communication skills (verbal & written)
• Ba...