Operations Supervisor Call Center

OPERATIONS SUPERVISOR - CALL CENTER Solvo Global is seeking an Operations Supervisor to lead our customer service and BPO operations team. If you're an energetic leader who excels at building high-performing teams and driving operational excellence in fast-paced environments, we want to hear from you. ABOUT THE ROLE You'll oversee a team of Customer Service Representatives and BPO professionals, ensuring we deliver exceptional service while meeting critical performance targets and operational goals. Your focus will be on coaching team members to reach their potential, maintaining accountability across the team, and fostering a collaborative culture centered on continuous improvement. KEY RESPONSIBILITIES Team Leadership and Development You will lead, motivate, and mentor agents toward achieving both individual and collective goals. This includes setting clear performance standards, providing constructive feedback and recognition, addressing performance and attendance issues, delivering onboarding and ongoing training, resolving workplace conflicts professionally, and cultivating a positive high-performance environment. Operational Excellence Ensure your team consistently meets or exceeds KPIs, SLAs, and business targets. Monitor daily operations and resource allocation to optimize productivity, identify process improvement opportunities, implement quality assurance standards, conduct regular performance reviews, and generate analytical reports that highlight trends, risks, and growth potential. Client Relationship Management Act as the primary contact for client communications and escalations. Build and maintain strong client relationships through proactive engagement and reliable service delivery, consistently meeting and exceeding client expectations. Compliance and Security Uphold company policies, compliance standards, and data protection regulations. Maintain strict confidentiality and professionalism when handling sensitive information. QUALIFICATIONS Bachelor's degree in a related field is preferred. You should have proven experience managing teams in a BPO, customer service, or operations setting, with demonstrated strength in leadership, coaching, and people management. Excellent verbal and written communication skills are essential, along with strong analytical abilities and problem-solving capabilities. You must thrive in dynamic, fast-paced environments. REQUIRED SKILLS Advanced Excel proficiency, data analysis and reporting expertise, KPI management experience, and data-driven decision-making capability are necessary. You'll demonstrate exceptional leadership and team development abilities, empathetic yet assertive communication, critical thinking, results orientation, operational optimization mindset, strong interpersonal skills, and a genuine customer-centric approach.