Overview
Operations Supervisor Jobs in Dubai, United Arab Emirates at TP
Title: Operations Supervisor
Company: TP
Location: Dubai, United Arab Emirates
Job Summary
The Operations Supervisor is responsible for managing day-to-day contact center operations, ensuring the achievement of service, quality, and productivity targets. The role focuses heavily on team performance management, coaching, and real-time operational support, while ensuring compliance with organizational policies, client requirements, and performance standards.
Key Responsibilities:
1. Team Management & Coaching:
- Allocate approximately 80% of time to team monitoring, coaching, and development.
- Lead, motivate, and manage a team of agents to meet and exceed performance, quality, and customer satisfaction targets.
- Conduct regular performance reviews and one-on-one coaching sessions to improve individual and team outcomes.
- Create and implement development plans to enhance agent skills and performance.
- Foster a positive and high-performance team culture through engagement and recognition.
2. Performance & KPI Management:
- Ensure achievement of team-level and process-level KPIs, including:
- Service Level
- Quality Score.
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Customer Satisfaction (CSAT)
- Monitor real-time and historical performance data to identify gaps and drive improvements.
- Work closely with Points of Contact (POCs) to develop and execute action plans for underperforming KPIs.
- Drive continuous improvement initiatives to enhance team productivity and operational efficiency.
3. Quality Assurance & Monitoring:
- Perform regular interaction monitoring (calls, chats, emails) to ensure compliance with client and company standards.
- Provide structured feedback, coaching, and on-the-job training based on monitoring results.
- Ensure agents consistently meet minimum quality and compliance requirements.
- Partner with QA teams to maintain calibration and scoring consistency.
4. Real-Time Support & Escalation Handling:
- Provide real-time floor support to agents during customer interactions
- Handle and resolve escalated customer complaints, especially irate or dissatisfied customers, in a professional manner
- Support agents in handling complex queries and difficult scenarios
- Ensure prompt escalation and resolution of operational issues impacting service delivery.
5. Operational Excellence & Service Delivery
- Manage daily operations following TOPS (Teleperformance Operational Processes & Standards) or relevant operational frameworks.
- Ensure consistent delivery of required service levels while maximizing team productivity.
- Balance operational efficiency with customer experience and financial targets.
- Identify operational improvements and implement best practices across the team.
6. Compliance & Policy Adherence
- Ensure adherence to all company policies and procedures (Security, HR, Operations, Compliance)
- Monitor and enforce compliance within the team and report any violations immediately
- Maintain a strong understanding of client requirements and regulatory standards.
7. Cross-Functional Collaboration
Collaborate closely with:
- Workforce Management (WFM) for scheduling and staffing optimization
- Quality Assurance (QA) for performance calibration
- Training teams for skill development initiatives
- HR/Payroll teams for employee-related matters
- Support broader operational goals through effective communication and teamwork.
Key Skills & Competencies:
- Leadership & Coaching: Ability to develop and manage high-performing teams
- Performance Management: Strong understanding of contact center KPIs
- Communication Skills: Clear, professional communication across all levels
- Problem-Solving: Ability to handle escalations and operational challenges efficiently
- Analytical Thinking: Ability to interpret performance data and drive improvements
- Customer Focus: Strong commitment to delivering excellent customer experience
- Attention to Detail: Ensures accuracy in performance tracking and compliance
Qualifications & Experience:
- Bachelor’s degree or equivalent experience
- 2–5 years of experience in a contact center or BPO environment
- Prior experience in a team leader or supervisory role.
- Strong knowledge of contact center tools and performance metrics
Success Measures:
- Achievement of KPIs at team and process level
- Improvement in agent performance and engagement
- High quality scores and customer satisfaction levels.
- Effective handling of escalations and operational challenges
- Strong compliance with policies and procedures
