Operations Support Specialist, Business

The Operations Support Specialist provides analytical, administrative, and operational support to ensure the effective day-to-day functioning of the contact center.

The role bridges Operations, WFM, Quality, Training, and HR to ensure performance stability, client SLA adherence, and continuous improvement within the BPO environment.

This role is critical in maintaining operational governance, reporting integrity, and performance optimization.

Key Responsibilities

Operational Performance Support

• Monitor real-time and historical performance metrics (AHT, Service Level, CSAT, Occupancy, Shrinkage).

• Identify performance trends, risks, and improvement opportunities.

• Prepare daily, weekly, and monthly performance packs.

• Support Operations Managers with root cause analysis for KPI under performance.

• Assist in action plan tracking and governance follow-ups.

Reporting & Analytics

• Compile and distribute:

o Daily operational dashboards

o SLA performance reports

o Attrition and absenteeism reports

o Productivity tracking reports

• Validate data integrity across systems (ACD, CRM, WFM tools).

• Build and maintain reporting templates and trackers.

• Support client reporting requirements where applicable.

Workforce & Capacity Support

• Liaise with WFM to align staffing to forecast and schedule adherence.

• Monitor intraday staffing variances and escalate risks.

• Track shrinkage drivers and support mitigation initiatives.

• Support headcount modelling and capacity planning exercises.

Governance & Compliance

• Ensure adherence to SOPs and operational processes.

• Maintain documentation of processes, trackers, and governance controls.

• Support audit preparation and internal compliance checks.

• Track risk registers and mitigation plans.

Recruitment & Onboarding Support

• Track new hire performance and early life-cycle attrition.

• Support training-to-floor transition governance.

• Maintain probation performance trackers.

• Assist in reporting on early warning indicators (e.g., attendance, quality scores, productivity).

Continuous Improvement

• Participate in process optimization initiatives.

• Support root cause analysis (RCA) workshops.

• Assist with implementation tracking of improvement projects.

• Identify automation and reporting efficiency opportunities.

Stakeholder Coordination

• Act as liaison between:

o Operations

o WFM

o QA o Training

o HR

o IT

• Prepare materials for Ops Co/Exco and client meetings.

• Track action logs and governance commitments.

• 3–5 years’ experience in a BPO contact center environment

• Experience in operations reporting or WFM support preferred

• Strong MIS background

• Diploma/Degree in Business, Operations, Analytics, or related field advantageous

Skills & Competencies Technical

• Advanced Excel (pivot tables, VLOOKUP/XLOOKUP, Power Query preferred)

• Strong data interpretation skills

• Experience with ACD / CRM / WFM systems

• Understanding of contact center metrics Analytical

• Root cause analysis capability

• Trend analysis

• Performance variance investigation Behavioral

• High attention to detail

• Structured and organized

• Strong stakeholder communication

• Proactive problem-solving

• Ability to work under pressure