Senior Supervisor - BPO

GENERAL JOB DESCRIPTION
The Senior Supervisor oversees multiple teams or operational units, ensuring productivity, compliance, and operational excellence while supporting Team Leads and driving continuous improvement initiatives.
MAIN RESPONSIBILITIES
Supervise Team Leads and operational staff Analyze performance trends and metrics Conduct operational meetings Ensure SLA compliance Assist with workforce planning Address high-level escalations Support process improvement initiatives Administrative Point of Contact between the El Salvador and Nicaragua offices Manage payroll-related activities, including agent bonuses and general payroll processing Monitor and evaluate staff attendance and performance on a monthly and bi-annual basis Participate in recruitment processes by conducting virtual or in-person interviews
REQUIREMENTS
Minimum 3 years of leadership experience Experience managing multiple teams Strong reporting and operational management skills Operational Payroll experience Proven leadership background in the BPO or Call Center industry (Customer Service or Technical Support environments) Excellent English proficiencyStrong communication skills
QUALIFICATIONS
Hard Skills KPI analysis Operational forecasting Advanced Excel/reporting toolsProcess optimization
Soft Skills Strategic thinking Leadership Coaching and mentoringDecision-making