Operations Supervisor - Customer Experience Team

About the role

Startek, a global customer experience (CX) management solutions provider, is looking for an Operations Supervisor to lead a team of 10 to 20 customer service professionals. The supervisor drives performance through coaching, accountability and continuous development, while helping improve customer satisfaction, resolve escalations, boost operational metrics and foster an engaged, results-driven culture.

Key responsibilities

• Drive overall team performance, productivity and service delivery
• Manage daily operations and ensure KPIs and SLAs are met
• Lead, coach and develop teams to meet business objectives
• Handle client communications, escalations and stakeholder management
• Implement process improvements and operational efficiencies

Required profile

• Proven experience in BPO, shared services or similar environments
• At least 1 year of experience in the same or similar role
• High School Diploma required; Bachelor's degree in a related field preferred, or equivalent leadership experience in a customer service/contact center environment
• Willingness to work in a fast-paced, evolving environment

Required skills

• Strong communication, coaching and stakeholder management skills
• Analytical mindset with the ability to interpret performance data
• Advanced English proficiency