Operations Supervisor – Banking Customer Service

About the role

The Operations Supervisor oversees day‑to‑day customer service operations for a banking account, ensuring service excellence, regulatory compliance, and performance targets. The role supports frontline agents, drives process improvements, and delivers high‑quality customer experiences.

Key responsibilities

• Supervise a team of customer service representatives handling inbound and outbound banking inquiries.
• Monitor and evaluate performance through KPIs such as AHT, quality, CSAT, FCR, and compliance.
• Provide coaching, feedback, and regular performance reviews to improve productivity.
• Manage scheduling, attendance, and workforce management guidelines.
• Ensure daily operational goals are met, including service levels, accuracy, and regulatory compliance.
• Analyze operational reports to identify gaps, trends, and improvement opportunities.
• Support escalations, resolve complex customer issues, and coordinate with cross‑functional teams.
• Conduct quality audits to verify accuracy, fraud prevention, and proper call documentation.

Required profile

• Bachelor’s degree in Business Administration, Finance, or related field (preferred).
• 2+ years of customer service experience with at least 1 year in a supervisory or team‑lead role.

Required skills

• Proficiency in CRM systems.
• Experience with call center tools.
• Strong knowledge of MS Office.