Operations Supervisor

Overview

The Operations Supervisor (OS) plays a key role in driving performance and ensuring the delivery of exceptional customer experiences through effective leadership and team management. This role is responsible for leading a team of Customer Experts, ensuring that they meet operational targets, comply with quality standards, and maintain high levels of engagement and accountability.

The OS acts as the first line of leadership, providing coaching, guidance, and support to team members to develop their skills and achieve both individual and team goals. The role requires strong performance management, problem-solving, and communication skills to balance client expectations with business objectives.

The Operations Supervisor also collaborates closely with the Operations Assistant Manager (OAM) and other support functions to drive continuous improvement, address performance gaps, and create a positive and productive work environment.

Qualifications

• Matric (Grade 12) or equivalent – mandatory

• 1 year tenure in Operations supervisor role in a contact centre.

• Exposure to performance KPIs (CSAT, NSAT, Quality, Attendance)

• Experience in coaching, mentoring, or peer support

• Basic Excel and reporting skills

• Strong communication, decision-making, and problem-solving abilities

Responsibilities

• Key Responsibilities and Accountabilities:

  • You should begin your day by evaluating the prior day/week/month performance reports

  • Ensuring any agents with performance issues have been followed up with and tracked.

  • Daily meetings with my team, ensuring Team understand daily & trended actual results versus the goals identifying agent outliers

  • Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.

  • Utilizing time daily to facilitate Agent development while maintaining the “80/20” rule. 

  • By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.

  • You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans.

  • Identify inefficiencies within operations and provide recommendations.