Operations Supervisor - Customer Service

About the role

CsMena is a Business Process Outsourcing (BPO) company offering multilingual customer experience, customer service, content moderation and business support solutions. It is looking for an experienced Operations Supervisor to lead and develop its BPO team, oversee daily operations, drive KPIs, mentor team leads and frontline agents, and ensure client Service Level Agreements are met.

Key responsibilities

• Supervise daily floor operations, run weekly 1-on-1 coaching, monthly performance evaluations and career development plans, and manage attendance and time-off requests
• Monitor CSAT, AHT, FCR, SLA compliance, QA scores and attrition; analyse daily reports and run real-time queue management
• Act as operational point of contact for client escalations, join operational reviews, and support new product launches and workflow changes
• Review recordings with QA analysts, handle complex complaints, and track outages and equipment failures with technical and facilities teams
• Prepare daily briefings, weekly scorecards and monthly business reviews, take part in client calibration calls, and communicate SOPs and policy updates

Required profile

• Bachelor's degree in business administration, engineering, communications or a related field
• 2-3 years in a BPO environment, including at least 1-2 years in a supervisory role
• Understanding of contact center metrics (CSAT, AHT, FCR, QA, abandonment rate)
• Strong communication, team facilitation and conflict resolution skills
• Willingness to work shifts, including nights, weekends and holidays

Required skills

• Workforce management tools (NICE, Verint, Aspect)
• CRM software such as Salesforce or Zendesk
• MS Office (Excel, PowerPoint)

What we offer

• Competitive salary package
• Opportunity to shape the marketing function of a growing BPO organization
• Exposure to global clients and international markets
• Professional development opportunities