Operations Supervisor

Position Title: Operations SupervisorReports To: Operations ManagerLocation: Zone 13Work Type: On‑site

Position SummaryThe Operations Supervisor oversees day‑to‑day customer service operations for a banking account, ensuring service excellence, compliance with banking regulations, and achievement of performance targets. This role supports frontline agents, drives process improvements, and ensures consistent delivery of high‑quality customer experiences aligned with bank policies and industry standards
.Key ResponsibilitiesTeam Leadership & Performance ManagementSupervise a team of customer service representatives handling inbound and/or outbound banking inquiries.Monitor and evaluate individual and team performance through KPIs such as AHT, quality, CSAT, FCR, and compliance.Provide coaching, feedback, and regular performance reviews to improve productivity and service quality.Manage scheduling, attendance, and adherence to workforce management guidelines.Operational ExcellenceEnsure daily operational goals are met, including service levels, accuracy, and regulatory compliance.Analyze operational reports and dashboards to identify gaps, trends, and opportunities for improvement.Assist in implementing new processes, procedures, and best practices to enhance efficiency and customer satisfaction.Support escalations, resolve complex customer issues, and coordinate with cross‑functional teams when neededCompliance & Risk ManagementEnsure the team adheres to banking regulations, data privacy laws, and internal compliance policies.Conduct quality audits to verify the accuracy of information, fraud prevention protocols, and proper call documentation.Report any risk, compliance concerns, or suspicious activity in a timely manner.Training & DevelopmentParticipate in onboarding and continuous training of new and existing team membersCollaborate with Training and Quality teams to ensure consistent knowledge updates, certification, and policy alignment.Communication & CollaborationServe as a key liaison between operations, quality, WFM, training, and client teamsProvide daily and weekly updates on performance, challenges, and action plansSupport client meetings, business reviews, and calibration sessions as requiredQualifications & RequirementsEducation & ExperienceBachelor’s degree in Business Administration, Finance, or related field (preferred)2+ years of experience in customer service; 1+ year in supervisory or team‑lead roles.Skills & CompetenciesExcellent communication and conflict‑resolution skillsAbility to analyze data, manage KPIs, and create action plansStrong coaching and leadership abilitiesHigh attention to detail and commitment to complianceProficiency in CRM systems, call center tools, and MS Office
Atento is an award-winning global CX solutions company that creates exceptional experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.