Operations Supervisor for Customer Service

📍 On-site position | Guatemala City
WE’RE HIRING: OPERATIONS TEAM LEADER – RETAIL CUSTOMER SERVICEAre you a people leader passionate about customer service and creating great customer experiences? ✨We’re looking for an Operations Team Leader to join our Retail Customer Service account and lead a team focused on delivering excellent service while achieving business and customer experience goals.
What you’ll do:Lead, coach, and motivate a team of Customer Service Representatives.Provide continuous feedback and coaching to improve performance and customer interactions.Monitor team performance and identify opportunities for improvement.Promote a strong customer-first culture across the team.Support the achievement of key customer experience metrics, including CSAT and NPS.Handle escalations and assist agents with challenging customer situations.Drive team engagement, attendance, and retention.Collaborate with support teams to improve processes and the overall customer experience.
What we’re looking for:Previous experience as a Team Leader/Supervisor in a BPO or Customer Service environment.Experience leading teams in Retail, Sales, or Customer Service is preferred.Strong leadership, communication, and coaching skills.Customer-focused mindset with strong problem-solving abilities.Ability to analyze performance and provide actionable feedback.Knowledge of operational and customer experience metrics, especially CSAT and NPS.Advanced English level.Availability to work the assigned shift.
If you’re a passionate leader who knows how to develop people and create outstanding customer experiences, we want to hear from you!