BPO Floor Supervisor

Job Description

Amritsar IT Solutions is looking for an experienced BPO Floor Supervisor to oversee daily team operations and ensure high-quality customer service delivery. The role involves monitoring agent performance, coaching team members, and achieving operational goals. The ideal candidate should possess strong leadership, communication, and analytical skills. This position plays a key role in maintaining productivity, service quality, and employee engagement.

Key Responsibilities
Supervise daily operations of the customer support team.
Monitor agent performance and provide constructive feedback.
Ensure adherence to quality and process standards.
Conduct regular coaching and training sessions.
Prepare performance reports and operational dashboards.
Resolve escalated customer complaints effectively.
Coordinate with management to improve operational efficiency.
Ensure team members achieve productivity and service KPIs.