OPERATIONS SUPERVISOR

The Operations Supervisor is a hands-on, tactical leader responsible for the day-to-day execution, stability, and performance of the e-commerce email support team. This role is closely involved in queue management, agent oversight, and real-time issue resolution to ensure service levels, productivity, CSAT, and quality targets are consistently achieved.

This position is well-suited for an individual who is operationally strong, comfortable working alongside agents, and able to deliver practical, solution-oriented support rather than high-level or theoretical guidance.

Key Responsibilities

• Provide direct, day-to-day supervision of email support agents

• Support operations by handling emails as needed to maintain service levels and demonstrate best practices

• Manage email queues, workloads, and task prioritization to ensure consistent SLA achievement

• Deliver real-time coaching to address performance, accuracy, productivity, and adherence concerns

• Serve as the first point of escalation for agent inquiries, complex cases, and workflow or process issues

• Ensure strict compliance with:

  • Standard operating procedures (SOPs) and process guidelines

  • Schedules, attendance expectations, and coverage plans

• Maintain a balance between productivity metrics and CSAT, ensuring KPIs are met without compromising quality or customer experience

• Conduct thorough root cause analysis related to:

  • Agent performance gaps

  • Escalations

  • Process inefficiencies

• Identify operational gaps and improvement opportunities:

  • Upstream – escalate systemic issues, trends, and risks to client leadership and the Operations Manager

  • Downstream – coach agents on structured problem-solving and sound decision-making

• Collaborate closely with QA and Training teams to reinforce coaching priorities and drive sustained quality improvement

• Support onboarding and integration of new hires during live production

• Escalate systemic issues, trends, or operational risks to the Operations Manager and leadership, accompanied by clear, actionable recommendations

Qualifications & Experience

• 2–4 years of experience in a BPO or e-commerce customer support environment

• Previous experience as a Team Lead or Supervisor (email or back-office support preferred)

• Strong understanding of SLA-driven operations and performance management

• Proven ability to manage queues, volume fluctuations, and real-time operational adjustments

• Demonstrated capability to provide concrete, actionable solutions to operational challenges

• Strong analytical and root cause analysis skills

• Excellent communication and coaching abilities

• Highly organized, detail-oriented, and execution-focused

• Comfortable working in a fast-paced, metrics-driven environment