Operations Supervisor

Operations Supervisor – BPO

Locations: Chihuahua, Mexico | Cali, Colombia | Medellín, Colombia

Work Model: On-site

About the Role

We are looking for a results-driven Operations Supervisor to lead and develop high-performing BPO teams across Contact Operations and Sales Operations. The ideal candidate will drive operational performance, ensure service quality, develop talent, and maintain strong client relationships.

Key Responsibilities

• Lead, coach, and develop agents and Team Leads.
• Monitor KPIs, SLAs, productivity, quality, and overall team performance.
• Drive continuous improvement and ensure operational efficiency.
• Manage performance, attendance, adherence, and employee development.
• Ensure compliance with client requirements, internal policies, and data protection standards.
• Manage client relationships, performance reviews, and escalations.
• For Sales Operations, drive conversion rates, sales targets, lead management, and CRM performance.

Requirements

• Proven experience in BPO, contact center, or sales operations supervision.
• Strong leadership, coaching, analytical, and problem-solving skills.
• Experience managing KPIs, SLAs, quality, and operational performance.
• Excellent communication and client management skills.
• Familiarity with CRM systems and reporting tools.
• English proficiency at C1 level, verifiable and mandatory.

Work Location

This is an on-site position in one of the following locations:

• Chihuahua, Mexico
• Cali, Colombia
• Medellín, Colombia

How to Apply

Interested candidates send your updated CV directly to **[email protected]**.

Join us and help drive operational excellence and outstanding customer experiences!