Operations Supervisor

The operations supervisor is a full-time, on-site role based in San Pedro Sula. Supports on managing employees, hiring and assist in the training/nesting process, ensuring that every agent is well prepared for their responsabilities. They will continue to support agents by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.
Key responsibilities
• Managing the day to day need of their agents such as training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.• Answering agent questions regarding best practices or difficult calls.• Identifying operational issues and suggesting possible improvements.• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.• Preparing reports and analyzing data to assist management as they determine call center goals.• Working with other supervisors and management team members to support agents and maximize customer satisfaction.• Maintain agents’ attendance records updated for payroll processing and payment purposes.• Collaborate with the Human Resources area when inappropriate conduct is detected that requires disciplinary action or follow-up for team members.• Generate reports and documentation of incidents related to the agents on their team and submit them to the Payroll area accurately and in a timely manner.• Ensure a suitable work environment for the agents on their team by complying with and enforcing the company’s internal policies, including IT, Human Resources, Operations, and other applicable areas.
General Profile:
• High school diploma or equivalent, but more education, especially in management, is preferred.• Call center, customer service, or supervisory experience may be required.• Proficiency with technology, especially computers, software applications, and phone systems.• Exceptional verbal and written communication skills.• Strong understanding of company products, policies, and services.
Required Skills
• Ability to coach, train, and motivate employees and evaluate their performance.• Excellent problem solving, leadership, and customer service skills.• Analytical, efficient, and thorough.• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.• Experience with advanced workforce management systems (e.g., NICE, Verint, etc.).Knowledge of industry-specific regulations and standards.
Altiam CX delivers scalable, nearshore customer experience and team-extension solutions that support fast-growing companies. By providing dedicated customer service and operations teams, Altiam CX enables clients to focus on their core business activities and strategic growth. The organization emphasizes flexible, high-quality support tailored to each client’s needs and performance goals. Team members collaborate in a dynamic environment focused on service excellence, continuous improvement, and professional development. Joining AltiamCX offers the opportunity to contribute to impactful customer experience programs for a diverse portfolio of international clients.