Hiring: Project Supervisor – Customer Service Operations
We are looking for an experienced Project Supervisor to lead call center operations and drive performance excellence.
Key Responsibilities:
• Lead day-to-day operations and manage Team Leaders
• Ensure SLAs, KPIs & contractual targets are achieved
• Monitor AHT, SLA, FCR, CSAT & productivity
• Handle escalations and client communication
• Collaborate with Quality to maintain service standards
• Monitor headcount, shrinkage & operational efficiency
Requirements:
• 3–5 years experience in call center/customer service operations
• Experience managing Team Leaders
• Strong knowledge of KPIs & operational reporting
• Client-facing experience is a plus
• Strong analytical & decision-making skills
luluahrayacx@gmail.com