Operations Supervisor

hace 2 semanas

Bogotá, Bogotá D.E., Colombia WinIt A tiempo completo
Operations Supervisor - Contact Center (Bogotá, Colombia)

Company Overview:

We are a leading tech company, specializing in providing exceptional customer support. Our organization is committed to delivering outstanding service, innovation, and growth.

As we expand our operations in Bogotá, Colombia, we are seeking a dynamic and experienced Operations Supervisor to join our team.


Position Overview:


As an Operations Supervisor, you will play a crucial role in overseeing and managing the day-to-day operations of our contact center in Bogotá.

You will lead a team of customer success agents, ensuring they meet performance targets, deliver exceptional customer experiences, and maintain a positive and productive work environment.

This position requires a minimum of 1 year of experience in the BPO industry.

Responsibilities:

  • Supervise a team of customer success agents, providing guidance, coaching, and support to ensure their success.
  • Monitor and evaluate team performance, providing feedback and implementing strategies to improve productivity and efficiency.
  • Conduct regular performance reviews, identify training needs, and facilitate training sessions to enhance skills and knowledge.
  • Ensure adherence to company policies, procedures, and quality standards to deliver exceptional customer experiences.
  • Be in charge of the hiring process for the Bogota office
  • Collaborate with other departments, such as training, workforce management, and quality assurance, to optimize operational efficiency.
  • Analyze data and generate reports on team performance, operational metrics, and customer satisfaction.
  • Identify opportunities for process improvements and implement best practices to enhance operational effectiveness.
  • Foster a positive and motivating work environment that encourages teamwork, collaboration, and employee growth.

Qualifications:

  • Minimum of 1 year of experience in the BPO industry, preferably in a supervisory or team lead role.
  • Strong leadership and people management skills, with the ability to inspire and motivate a team.
  • Excellent communication skills, both verbal and written, in English and Spanish.
  • Proficient in using contact center software and CRM systems.
  • Strong analytical and problemsolving abilities, with a datadriven approach to decisionmaking.
  • Ability to work under pressure, multitask, and meet deadlines in a fastpaced environment.
  • Flexibility to work in rotational shifts, including evenings, weekends, and holidays as needed.
  • A bachelor's degree in business administration or a related field is preferred.
  • English proeficincey is required (C1or above). In site position

Pay:
$3,500,000 per month

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