Supervisor Call Center Operations

**Description**
**Supervisor, Operations**
Are you positive, motivated, and ready to learn in a fast-paced environment? This is an opportunity to work in a friendly atmosphere, be recognized for your success, and make a difference. At ResultsCX, we are focused on providing exceptional customer service to our clients and making the communities we live and work in a better place to be.

The Supervisor, Operations provides world-class support to the call center agents and our clients, customers, as well as consistently driving to exceed performance targets. In this role, you will support and develop ResultsCX Associates by providing and delivering a best-in-class level of coaching in areas of call center performance, customer service, technology, and professional development.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX

**5+ years of experience into BPO with exposure into UK / US Banking / Financial Services with minimum 1 year of experience in Team handling**

**In this role you will**:

- Coaching & Feedback: Provide regular coaching and feedback to team members, helping them improve their performance and customer service skills. Support skill development through training and one-on-one sessions
- Team Handling: Ability to manage and motivate a team of chat associates, ensuring they meet performance metrics, SLAs, and quality standards
- Performance Management: Track and evaluate individual and team performance against key performance indicators (KPIs) such as response time, customer satisfaction (CSAT), first-contact resolution, and adherence to SLAs

**We are looking for someone who has**:

- Educational Background: Graduate in Commerce
- Work Experience: 5+ years of experience into BPO with exposure into UK / US Banking / Financial Services with minimum 1 year of experience in Team handling
- Communication Skills: Excellent verbal and written communication skills
- Domain Knowledge: Excellent knowledge about Banking operations, KYC, Payment / Remittance process
- Customer Experience: Excellent customer service skills and ability to manage difficult or irate customers to ensure a positive resolution.
- Analytical Skills: Strong analytical skills with attention to details. Should be able to review errors, analyze and provide effective action plan

**About ResultsCX**
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.