Are you experienced in managing operations within a BPO environment?

We are looking for a dynamic and results-oriented Operations Supervisor to lead and coordinate a team focused on delivering exceptional service for a key Ecommerce client. The ideal candidate has a proven track record in the BPO sector, strong analytical skills, and effective leadership capabilities.

This role requires bilingual proficiency (English level B2 or higher) to communicate effectively with international clients and manage tools in English.

Main Responsibilities:

Supervise daily team operations, ensuring adherence to BPO quality standards, productivity goals, and response times.
Analyze key performance indicators (KPIs), including DSAT, AHT, Quality, and SLA compliance, and develop action plans to meet targets.
Motivate and manage a team of agents in a fast-paced BPO environment, providing consistent feedback and conducting coaching sessions to enhance performance.
Serve as the main point of contact between the client and internal teams, ensuring smooth communication and alignment on goals.
Identify and resolve operational issues by implementing innovative and efficient solutions.
Represent the team in client meetings, presenting operational results and improvement plans.
Monitor the flow of tickets, chats, or calls, ensuring proper resource allocation and SLA adherence.
Foster a positive and motivating work environment aligned with our organizational culture.

Requirements:

Experience: Minimum 2 years as a supervisor in a BPO environment, preferably handling Ecommerce accounts.
Education: Professional or technical degree in administration, business, communication, or related fields.
Language: English proficiency (B2 or higher) is required for client communication and tool management.
Technical Skills:
Advanced knowledge of ticket management or CRM platforms (e.g., Zendesk, Salesforce, Freshdesk).
Proficiency in Excel (pivot tables, advanced formulas).
Core Competencies:
Leadership and team management.
Results-oriented with strong problem-solving skills.
Effective communication and empathy.
Analytical thinking and critical problem-solving.

Benefits:

Performance-based incentive plan tailored to BPO results.
Professional development opportunities and growth within the company.

This is a 100% on site rol, with rotating day shifts during the month.

Location is Medellin, Colombia.

Salary: Base salary to be discussed with candidate + performance bonus.

Intelsa BPO

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