Lead Supervisor, Operations

About the role

The Lead Supervisor, Operations will oversee day‑to‑day activities of a call‑center team, ensuring service quality and operational efficiency. This role requires a strong background in call‑center environments and the ability to translate performance data into actionable improvements.

Key responsibilities

• Analyze metrics, KPIs and reports to identify performance gaps and drive corrective actions.
• Present findings and recommendations in client meetings and business reviews.
• Proactively resolve escalations, operational issues and team challenges.
• Coordinate cross‑functionally with Training & Development, Quality Assurance and other departments.
• Manage client escalations and maintain awareness of work‑related updates during off‑days.

Required profile

• Minimum 2 years of experience in call‑center operations.
• Bachelor’s degree.
• C1‑level English communication skills (verbal and written).
• Strong analytical mindset, highly motivated and able to multitask under tight deadlines.

Required skills

• Advanced proficiency in Microsoft Excel.
• Advanced proficiency in Microsoft PowerPoint.

What we offer

• Opportunity to lead a dynamic team in a fast‑growing environment.
• Professional development through cross‑functional collaboration.