Description
The Ops Sup Supervisor leads a customer service team delivering operations support through digital chat channels. The role oversees staffing and chat queue management, monitors chat-specific KPIs, coaches agents, develops digital customer service initiatives, improves chat processes, analyzes performance data, resolves complex issues, and ensures compliance and risk management. It requires a bachelor’s degree or equivalent experience, at least 8 years of progressive customer service operations experience, and at least 3 years in a people manager role.
