Operations Supervisor

The Operations Supervisor is a hands-on, tactical leader responsible for day-to-day execution and stability of the e-commerce email support team. This role is deeply involved in queue management, agent support, and real-time issue resolution to ensure service levels, productivity, and quality targets are consistently met.

This role is ideal for someone who thrives in the weeds, working closely with agents to keep operations running smoothly.

Key Responsibilities

• Provide direct, day-to-day supervision of email support agents
• Manage email queues, workloads, and task prioritization to meet SLAs
• Conduct real-time coaching to address performance, accuracy, and adherence issues
• Act as the first point of escalation for agent questions, case issues, and workflows
• Ensure strict adherence to:
• SOPs and process guidelines
• Schedules, attendance, and coverage plans
• Partner closely with QA/Trainer to reinforce coaching and quality improvements
• Support onboarding of new hires during live production
• Escalate systemic issues, trends, or risks to Operations Manager / Leadership
  
  
  

• 2–4 years experience in a BPO or e-commerce support environment
• Prior experience as a Team Lead or Supervisor (email or back-office support preferred)
• Strong understanding of SLA-driven operations
• Comfortable managing queues, volume fluctuations, and real-time adjustments
• Excellent communication and coaching skills
• Highly organized, detail-oriented, and execution-focused