Operations Supervisor Call Center

🚀 We're Hiring: Supervisor | BPO Operations

Are you a passionate leader who thrives in a fast-paced environment and loves developing high-performing teams? At Solvo, we're looking for a Supervisor who can drive operational excellence, inspire people, and deliver outstanding client experiences.

🌟 About the Role

As a Supervisor, you will lead and support a team of Customer Service Representatives and BPO professionals, ensuring exceptional service delivery while achieving key performance and operational goals. You will play a critical role in coaching, motivating, and empowering your team while fostering a culture of accountability, collaboration, and continuous improvement.

🎯 Key Responsibilities

👥 Team Leadership & Development
• Lead, motivate, and mentor a team of agents to achieve individual and team objectives.
• Set clear performance expectations and provide ongoing coaching, feedback, and recognition.
• Manage performance and attendance concerns proactively and effectively.
• Deliver onboarding and continuous training to ensure team members are equipped for success.
• Resolve team conflicts and workplace challenges with professionalism and empathy.
• Foster a positive, collaborative, and high-performance culture.

📊 Operational Excellence
• Ensure the team consistently meets or exceeds KPIs, SLAs, and business objectives.
• Monitor daily operations, workflow, and resource allocation to maximize productivity.
• Identify opportunities for process optimization and operational improvements.
• Implement and maintain quality assurance standards and best practices.
• Conduct regular quality reviews and performance assessments.
• Generate, analyze, and present performance reports to identify trends, risks, and growth opportunities.

🤝 Client Relationship Management
• Serve as the primary point of contact for client communications and escalations.
• Build strong client relationships through proactive communication and exceptional service delivery.
• Ensure client expectations are consistently met and exceeded.

🔒 Compliance & Security
• Ensure adherence to company policies, compliance standards, and data protection regulations.
• Maintain the highest levels of confidentiality, integrity, and professionalism when handling sensitive information.

✅ Qualifications
• Bachelor's Degree in a related field (preferred).
• Proven experience leading and managing teams in a BPO, customer service, or operations environment.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication abilities.
• Strong analytical, reporting, and problem-solving capabilities.
• Ability to thrive in a dynamic, fast-paced environment.

🔥 What We're Looking For

Technical Skills
• Advanced Excel proficiency.
• Reporting and data analysis expertise.
• KPI and performance indicator management.
• Data-driven decision-making.

Core Competencies
• Leadership and team development.
• Empathy and assertive communication.
• Critical thinking and problem-solving.
• Results and goal orientation.
• Operational optimization mindset.
• Strong interpersonal and relationship-building skills.
• Customer-centric approach.