BPO Operations Supervisor

We are looking for an experienced, energetic, and result-driven BPO Operations Supervisor for the 104 Medical Helpline. The Supervisor will lead a team of call center representatives, monitor live call queues, enforce strict service quality/SLA standards, handle critical emergency escalations, and maintain efficient day-to-day operations.

Key Responsibilities: Live Queue & Call Management: Monitor real-time agent availability, call queues, call drop rates, and Service Level (SL%). Ensure maximum call answer rates with minimum waiting time.

• Emergency Escalation Management: Ensure zero-delay handling and swift escalation of critical emergency calls (such as ambulance dispatches, maternal/infant critical care advice, health scheme queries) as per established SOPs.

• Daily Team Briefing & Coaching: Conduct shift-start briefings to update agents on revised medical advisories, health schemes, process updates, and operational guidelines.

• Quality Audits & Call Listening: Audit live and recorded calls to evaluate communication tone, medical empathy, caller handling, and script compliance. Provide daily/weekly constructive feedback.

• Shrinkage & Attrition Control: Strictly track agent login hours, roster adherence, break timings (Lunch/Tea/Bio), and unscheduled absenteeism to keep shrinkage under targeted limits (< 8%).

• Reporting & IT Coordination: Generate daily, weekly, and monthly performance reports (AHT, SLA, CSAT, Call Volume) using MS Excel and CRM tools. Coordinate with the IT team to resolve technical, telephony, or network issues immediately.

• Team Motivation & Culture: Organize short weekly team engagement activities to keep the team energized and stress-free. Maintain discipline regarding dress code, punctuality, and call center etiquette.

• Education: Graduate in any discipline (B.Sc Healthcare, B.Pharm, D.Pharm, Diploma in Health Admin, or BCA/IT is an added advantage).

• Experience: 2 to 4 years of total experience in a BPO / Call Center, with at least 1 to 2 years as a Team Leader (TL) / Supervisor. Prior experience in 104, 108, 112 helplines or healthcare/telehealth BPOs is highly preferred.

• It is a Full Time Recruiter / HR / Admin job for candidates with 2 - 3 years of experience.