Operations Supervisor
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Work Model: On-site
About the Role
We are looking for a results-driven Operations Supervisor to lead and develop high-performing BPO teams across Contact Operations and Sales Operations. The ideal candidate will drive operational performance, ensure service quality, develop talent, and maintain strong client relationships.
Key Responsibilities
- Lead, coach, and develop agents and Team Leads.
- Monitor KPIs, SLAs, productivity, quality, and overall team performance.
- Drive continuous improvement and ensure operational efficiency.
- Manage performance, attendance, adherence, and employee development.
- Ensure compliance with client requirements, internal policies, and data protection standards.
- Manage client relationships, performance reviews, and escalations.
- For Sales Operations, drive conversion rates, sales targets, lead management, and CRM performance.
Requirements
- Proven experience in BPO, contact center, or sales operations supervision.
- Strong leadership, coaching, analytical, and problem-solving skills.
- Experience managing KPIs, SLAs, quality, and operational performance.
- Excellent communication and client management skills.
- Familiarity with CRM systems and reporting tools.
- English proficiency at C1 level, verifiable and mandatory.
Work Location
This is an on-site position in one of the following locations:
- Cali, Colombia
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