Operations Supervisor

As a Supervisor at TalentPop, I serve as the overall Team Lead for selected virtual assistants, overseeing their day-to-day performance, attendance, and interpersonal development. I manage and monitor Key Performance Indicators (KPIs) to ensure alignment with both internal standards and client expectations.

My role includes coaching and mentoring agents to enhance not only their customer service skills but also their management and leadership capabilities.

As a Supervisor handling a T-Mobile telco account, I carried a wide range of responsibilities centered on both operational excellence and team development. My most vital role was to protect the welfare of my team while strictly adhering to the company’s policies and code of conduct.

I was responsible for planning weekly schedules, anticipating sudden changes, and filtering tasks between what’s urgent and important to ensure business continuity. I regularly conducted huddle sessions and coaching

As a Subject Matter Expert in a telco account, my role involved providing advanced support to frontline agents by offering real-time assistance, clarifying complex processes, and ensuring accurate resolution of customer concerns. I served as a go-to resource for product knowledge, system navigation, and policy interpretation.

My responsibilities included monitoring and analyzing trends in customer issues, identifying process gaps, and collaborating with the training and quality teams.