Operations Supervisor
Gratitude IncOperations Supervisor
Job Description
Key Skills
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Job Summary
The Operations Supervisor leads a team of CE Specialists providing chat, email, and ticket based support across product, technical, and advertiser domains. The role ensures SLA adherence, case quality, and effective handling of escalations while coaching agents to deliver consistent, high quality customer experience.
Key Responsibilities
•Supervise day to day operations of Tier 1, Tier 2, and Tier 3 CE teams.
•Coach and develop agents to improve quality, productivity, and technical accuracy.
•Monitor performance metrics including SLAs, CSAT, and case resolution quality.
•Act as first level escalation support for complex technical, billing, or policy cases.
•Ensure accurate case documentation and consistent use of CRM/ticketing tools.
•Partner with QA, Training, Workforce, and Product teams to address gaps and drive improvements.
Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 24 months leadership experience (Supervisor, Team Lead, or Senior Specialist) in a BPO or digital support environment.
•Working knowledge of chat, email, and ticket based support operations.
•Familiarity with CRM/ticketing systems (e.g., Zendesk, Salesforce).
•Basic understanding of digital advertising, compliance, billing, or technical support environments.
•Strong technical background in BPO (Must have)
Role
Shift Operations Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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