Operations Supervisor

Supervisor de Operaciones (BPO)📍 Mall Galerías, San Pedro Sula | On-site
About the role:We are looking for a bilingual Operations Supervisor to lead and support teams within our BPO operations. This role is responsible for driving team performance, ensuring KPI compliance, delivering excellent customer experience, and promoting a positive and productive work environment.
The ideal candidate will have strong operational knowledge, leadership skills, and the ability to coach and develop agents to achieve business goals. Experience in healthcare customer service environments will be considered a strong plus.
Key Responsibilities:Supervise daily operations and team performance within the assigned accountMonitor KPIs such as productivity, attendance, quality, AHT, CSAT, and adherenceProvide coaching, feedback, and performance improvement plans to agentsConduct team meetings and performance reviewsHandle escalations and support agents in resolving customer issuesEnsure compliance with company policies, procedures, and client expectationsCollaborate with QA, Training, WFM, and HR teams to improve operational performanceAnalyze team results and identify opportunities for continuous improvementSupport onboarding and transition processes for new team membersMaintain effective communication with internal and external stakeholders
Requirements:Experience in BPO / Call Center environmentPrevious experience in leadership, supervisory, or team lead rolesStrong understanding of operational metrics and KPI managementStrong English communication skills, both verbal and written.Basic to intermediate MS Office skills.Previous experience as a Customer Service Representative in a healthcare account is a plus
Key Skills:Leadership and team management.Strong communication and coaching skills.Problem-solving and decision-making abilities.Analytical thinking and results-oriented mindset.Conflict resolution skills.Adaptability and multitasking.Time management and organization.Ability to work under pressure and meet deadlines.
Are you ready to take the next step in your career?If you have experience leading BPO teams, are passionate about developing people, achieving results, and taking on new challenges, this opportunity could be for you!
We are looking for an Operations Supervisor who is ready to take their leadership to the next level, drive team performance, and contribute to an exceptional customer experience.
If you meet the profile and are ready to take on a new challenge, we want to hear from you!
👉 Apply now and become part of our team!