We are looking for a talented Operations Supervisor for our call center!

Job Description

Objective:

To supervise the development of the phone agents within their team, assuring the compliance of the performance and quality indicators established by the client.

Main Activities:

1. Elaborate weekly productivity reports.
2. Take escalation calls according to the line of business being supervised.
3. Monitor and audit calls for the correct follow-up of the procedures and guideline established by the client.
4. Coordinating calibration sessions with the phone agents while listening to calls and sharing the best practices.
5. Providing weekly feedback (or according to the necessity) to the agents under their management about the areas of opportunity or the compliance of the procedures.
6. Providing follow-up to the permits, medical leaves, or requests for administrative documents.
7. Provide support on the integration and training of new hires.

Requirements:

Education & Experience

• High school diploma or equivalent required; bachelor’s degree in business, communications, or related field preferred.
• Minimum 2–3 years of experience in a call center environment.
• At least 1 year in a supervisory or team lead role is strongly preferred.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent verbal and written communication abilities.
• Proficiency with call center technology (e.g., CRM systems, dialers, performance monitoring tools).
• Ability to analyze performance metrics and generate actionable insights.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Customer-focused with a commitment to delivering exceptional service.