Operations Supervisor BPO

About the role

Solvo Global is looking for a results-driven Call Center Team Leader to lead teams, develop talent, and drive results, with a focus on operational excellence and continuous improvement.

Responsibilities

• Lead, motivate, and develop customer service representatives to support high performance and an outstanding customer experience.
• Monitor KPIs, SLAs, and operational metrics to help achieve productivity, quality, and service goals.
• Provide coaching, feedback, and support to help team members grow professionally and maximize performance.
• Manage performance, attendance, and employee relations, including conflict resolution when needed.
• Analyze reports and operational trends, identify improvement opportunities, and implement process enhancements.
• Communicate professionally with clients and serve as a point of contact for escalations and operational updates.
• Ensure compliance with quality standards, security protocols, and data protection policies.

Requirements

• At least 1 year of experience as a BPO Supervisor or Team Leader.
• C1 English proficiency, written and spoken.
• Strong leadership, communication, and people-management skills.
• Analytical mindset and ability to interpret data and make data-driven decisions.
• Ability to thrive in fast-paced, high-performance environments.
• Focus on results, continuous improvement, and employee development.
• Skills in leadership and coaching, advanced Microsoft Excel, data analysis and reporting, KPI and performance management, problem solving and critical thinking, effective communication and empathy, customer-centric service, and process improvement and operational growth.

Datos clave

• At least 1 year of experience as a BPO Supervisor or Team Leader is required.
• C1 English proficiency, written and spoken, is required.
• The role involves leading customer service representatives and monitoring KPIs, SLAs, and operational metrics.