Supervisor de Operaciones - BPO
Core
Leading a contact center team to ensure client objectives are met through performance management, coaching, and metric analysis.
Role type
Operational Team Leader / Supervisor
Builds
Contact center operations and agent performance
Domain
BPO / Customer Service
Required skills
Contact center leadership, sales experience, advanced English, advanced Spanish, real-time support, coaching techniques, KPI analysis, disciplinary documentation
Preferred skills
None stated
Technologies
None stated
Responsibilities
Evaluate and track team metrics to ensure client objective compliance. Provide real-time support to agents for customer service goal achievement. Apply PAL coaching techniques in one-on-one sessions. Monitor calls and document behaviors for timely feedback. Analyze performance data and develop action plans for continuous improvement. Participate in daily metric follow-up meetings. Review team KPI reports and manage TAG report discrepancies. Create and manage disciplinary action documentation, PIPs, performance evaluations, and schedule changes. Ensure agents have necessary tools to operate correctly. Provide training orientation and back office operational support.
Seniority
Junior, hands-on IC
