Join Our Team at Lean Solutions Group (LSG)! Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent.
Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries.
We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.
At LSG, we believe in your talent and your potential.
Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities.
Here, every day brings fresh challenges, collaboration, and purpose.
Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.
Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.
Position Summary: The Operations Supervisoris responsible for leading a team of Agents to ensure the consistent delivery of high-quality service across multiple communication channels.
This role focuses on driving team performance, achieving operational KPIs, ensuring compliance with client and company standards, and fostering a culture of accountability, engagement, and continuous improvement.
The ideal candidate is a strong people leader with experience in BPO or customer service environments, capable of balancing performance management, coaching, and operational support in a fast-paced, metrics-driven setting.
Key Responsibilities / Functions: Lead, coach, and support a team of Agents handling inquiries across multiple digital channels (e.g., chat, email, voice, or social media).
Monitor daily team performance to ensure adherence to SLAs, response times, quality standards, and productivity targets.
Conduct regular coaching sessions, one-on-one discussions, and performance reviews to drive continuous improvement.
Ensure timely and accurate resolution of customer concerns in accordance with service standards.
Oversee daily workload distribution, scheduling, and attendance management to maintain optimal team coverage.
Analyze performance reports and dashboards to identify trends, gaps, and improvement opportunities.
Develop and implement action plans to address performance issues and improve team outcomes.
Collaborate with Quality Assurance, Training, Workforce Management, HR, and Operations teams to ensure alignment and efficiency.
Support onboarding, training, and development of new and existing team members.
Handle escalations and assist in resolving complex customer issues when needed.
Ensure compliance with company policies, client requirements, and data security standards.
Promote employee engagement and support initiatives that drive motivation and retention.
Contribute to process improvement initiatives to enhance operational efficiency and service quality.
Qualifications and Requirements Minimum1 year of experience as a Team Leader or Supervisorin a BPO or customer service environment.
Proven experience managing teams in ametrics-driven, customer service setting.
Strong leadership skills with the ability to motivate, coach, and develop team members.
Excellent communication skills (written and verbal).
Strong analytical and problem-solving skills.
Ability to manage performance issues and drive accountability.
