Call Center Operations Supervisor

About the role

Solvo is seeking a dynamic Operations Supervisor to lead a team of Customer Service Representatives in a fast‑paced call‑center environment. You will be responsible for ensuring high‑quality service delivery, meeting performance targets, and fostering a culture of continuous improvement.

Key responsibilities

• Lead, motivate and mentor a team of agents to achieve individual and collective goals.
• Set clear performance expectations, provide coaching, feedback and recognition.
• Manage performance and attendance issues proactively.
• Deliver onboarding and ongoing training to equip team members for success.
• Resolve conflicts and workplace challenges with professionalism.
• Monitor daily operations, workflow and resource allocation to maximize productivity.
• Identify and implement process optimizations and quality assurance standards.
• Generate, analyze and present performance reports to highlight trends and opportunities.
• Serve as primary point of contact for client communications and escalations.
• Ensure compliance with company policies, data protection and confidentiality requirements.

Required profile

• Bachelor’s degree in a related field (preferred).
• Proven experience leading teams in a BPO, customer service or operations setting.
• Strong leadership, coaching and people‑management abilities.
• Excellent verbal and written communication skills.
• Analytical, reporting and problem‑solving capabilities.
• Ability to thrive in a dynamic, fast‑paced environment.

Required skills

• Advanced Excel proficiency.
• Data analysis expertise.
• KPI and performance indicator management.
• Reporting and data‑driven decision‑making.