Contact Center Supervisor

RPX One Stop Logistics is HIRING!

CONTACT CENTER SUPERVISOR

RPX One Stop Logistics is looking for a highly driven and analytical Contact Center Supervisor to lead our customer service operation and help us deliver a better customer experience across multiple channels.

This role is ideal for a hands-on operational leader who enjoys working with people, data, and continuous improvement—and who is ready to take the next step toward a future Contact Center Manager role.

WHAT YOU'LL DO:

Lead Contact Center Operations

• Supervise daily Contact Center operations across a 24/7 environment.

• Monitor SLA, service level, productivity, quality, and customer experience performance.

• Ensure effective shift management, manpower utilization, and operational continuity.

• Handle operational escalations and ensure timely resolution.

Drive Performance Through Data

• Analyze Contact Center performance and identify trends, gaps, and root causes.

• Translate data insights into practical improvement actions.

• Prepare and present operational performance reports and recommendations to management.

• Monitor KPIs and ensure corrective actions are implemented effectively.

Develop People & Performance

• Coach, motivate, and develop Contact Center agents.

• Manage individual and team performance.

• Identify capability gaps and implement improvement plans.

• Build a culture of accountability, ownership, and customer-centricity.

Improve the Customer Experience

• Identify customer pain points and service gaps.

• Support complaint management and service recovery initiatives.

• Use customer feedback and operational data to drive service improvements.

• Contribute to customer experience and digital service initiatives.

Drive Continuous Improvement

• Identify opportunities to improve processes, productivity, and service quality.

• Support Contact Center digitalization, automation, chatbot, and other technology initiatives.

• Work closely with Operations, IT, Sales, Finance, and other stakeholders to resolve cross-functional issues.

WHAT WE'RE LOOKING FOR:

• Bachelor's Degree in Business, Management, Communication, Industrial Engineering, Operations Management, or related fields.

• 3–5 years of experience in Contact Center / Customer Service operations.

• 1–2 years of supervisory or team leadership experience.

• Experience in a 24/7 or multi-shift operation is highly preferred.

• Strong analytical and problem-solving skills.

• Strong understanding of Contact Center KPIs such as SLA, Service Level, AHT, FCR, Productivity, Occupancy, Quality, and Customer Satisfaction.

• Strong Excel and reporting skills; experience with dashboard/BI tools is an advantage.

• Excellent communication, presentation, and stakeholder management skills.

• Customer-centric mindset with strong operational discipline.

• Comfortable working in a fast-paced, high-volume environment.

• Technology-savvy and adaptable to digital transformation.

YOU'LL STAND OUT IF YOU HAVE:

• Experience in logistics, courier, e-commerce, retail, banking, telecommunications, or other high-volume service industries.

• Experience managing Voice, Live Chat, WhatsApp, Chatbot, Email, or Social Media customer service channels.

• Experience in process improvement, automation, or customer experience transformation.

• Strong experience in RCA, performance analysis, and improvement projects.

• Demonstrated ability to turn data into actionable business decisions.