The Sr. Operations Supervisor is responsible for the day-to-day supervision of a team of call center associates, serving as both a mentor and coach. This role ensures that team performance aligns with client KPIs and internal objectives by driving productivity, quality, and employee engagement. The supervisor plays a key role in analyzing team data and creating strategies that support continuous improvement and operational excellence.
Responsibilities
Lead and develop team members, promoting professional growth through effective coaching, regular feedback, and clear communication.
Monitor performance metrics, provide coaching to ensure individual and team KPIs are consistently met.
Prepare and present reports to superiors with team performance data; perform data analysis to identify trends and develop action plans.
Identify and address performance issues, implement improvement strategies, and manage disciplinary processes when needed.
Ensure that service delivery meets contractual KPIs and financial goals.
Manage escalated customer interactions as a subject matter expert when required.
Supervise scheduling, attendance, and productivity in compliance with internal policies and labor regulations.
Effectively communicate updates on policies, processes, and priorities to the team.
Support initiatives to reduce attrition by participating in root cause analysis and implementing retention strategies.
Participate in operational projects focused on increasing productivity and quality.
Collaborate with cross-functional teams to address business needs and drive alignment.
Embody and promote the companys values through leadership and positive team culture.
Candidate Profile
Associate degree in a related field or equivalent experience (Bachelors degree preferred).
2 years of relevant experience, with at least 2 years in a leadership or supervisory position.
Proven experience in team management within call center environments (voice and back-office).
Strong Excel skills (pivot tables, charts, basic formulas), and proficient in Microsoft Office Suite, including PowerPoint.
Solid communication skills, both written and verbal.
Demonstrated ability to coach, mentor, and motivate team members in high-pressure environments.
Strong multitasking and prioritization capabilities.
Experience working with remote and multicultural teams is a Must.
Analytical thinker with a problem-solving mindset and attention to detail.
Working Conditions
Work Schedule: Monday to Friday, from 8:00 a.m. to 6:00 p.m. (Colombian holidays off).
Modality: Hybrid role based in Bogotá, with on-site presence required according to operational needs and performance.
Contract Type: Indefinite term contract.
Compensation: Monthly salary of COP $5,815,000, with eligibility for an annual performance-based bonus.