Call Center Ops Supervisor — Lead & Coach Top Performers

The Sydney Call Centre; Edwardsville; On-site; CAD 60,000 - 80,000; Full time

Job summary

The Sydney Call Centre, a leading BPO company, is looking for an Experienced Operations Supervisor to lead a dedicated team. This role emphasizes performance management, coaching, and operational excellence. Ideal candidates will have leadership experience in a BPO context, with a strong focus on enhancing team performance and delivering quality service. Benefits include competitive compensation and comprehensive health coverage.

Benefits

Paid Time Off

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Career Growth Opportunities

Paid Training

Casual Dress Code

Fun, Engaging Work Environment

Qualifications

• Minimum 3 years of experience in a supervisory role in a BPO contact center.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage performance in a fast-paced environment.

Responsibilities

• Supervise daily operations and ensure adherence to KPIs and SLAs.
• Monitor agent performance and provide regular coaching and feedback.
• Handle escalated customer issues and ensure timely resolution.

Skills

Leadership

Communication

Problem Solving

Performance Management

Education

Associate Degree, Certification or Equivalent

Tools

CRM Systems

Contact Center Tools

Reporting Platforms

Job description

The Sydney Call Centre, a leading BPO company, is looking for an Experienced Operations Supervisor to lead a dedicated team. This role emphasizes performance management, coaching, and operational excellence. Ideal candidates will have leadership experience in a BPO context, with a strong focus on enhancing team performance and delivering quality service. Benefits include competitive compensation and comprehensive health coverage.