Operations Supervisor

hace 2 días


Medellín, Antioquia, Colombia Solvo Global A tiempo completo US$5.200.000 - US$9.000.000 al año

Job Opening: Operations Supervisor BPO

Introduction

The Operations Supervisor at Solvo is responsible for overseeing the daily operations of a team, ensuring performance goals are achieved, managing client interactions, and driving process improvements. This role requires strong leadership skills, in-depth knowledge of BPO operations, and a focus on delivering exceptional service quality. The Supervisor plays a key role in maintaining team performance, client satisfaction, and operational efficiency.

Responsibilities

  • Team Management
    Lead, mentor, and develop a team of agents through Team Leads, ensuring they meet performance metrics such as productivity, quality, and customer satisfaction.
  • Performance Monitoring
    Track and analyze key performance indicators (KPIs) and service level agreements (SLAs), implementing corrective actions when necessary to meet or exceed client expectations.
  • Client Interaction
    Serve as the primary point of contact for client escalations, updates, and service reviews. Foster positive relationships with clients to ensure retention and satisfaction.
  • Process Improvement
    Identify areas for improvement within workflows and processes. Collaborate with operations management to implement solutions that enhance productivity and quality.
  • Resource Planning
    Assist in scheduling, workload distribution, and resource allocation to ensure optimal staffing and coverage during high-demand periods.

Schedule

  • Monday to Friday availability, subject to adjustment based on client/operations preferences.

Reports to

  • Operations Coordinator.

Metrics & Expectations

  • Employee attrition rate: 8% monthly.
  • 100% PTL completion and weekly reviews.
  • Meet all client performance targets, including:
  • Average Wait Time (AWT)
  • Chats per Hour (CCPH)
  • Availability (AVAIL)
  • Quality Assurance (QA)

Skills & Knowledge

  • Leadership & Team Management
  • Problem-Solving & Critical Thinking
  • Client Relationship Management
  • Strong Communication Skills
  • Process Improvement & Innovation
  • Performance Monitoring & Reporting
  • Adaptability
  • Proficiency in BPO-related software and tools
  • Strong understanding of BPO operations, metrics, and client management


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