Operations Supervisor - Inktel Job Description: Our dynamic Operations Team is currently in search of a Supervisor who will lead a diverse and thriving team with one of our exclusive brand partners. This position will report directly to an Operations Manager. Location: Barranquilla. Schedule: Full Availability - TWO DAYS OFF (No se superan las 46 horas de trabajo semanal, los horarios son rotativos cada dos semanas aproximadamente). The successful candidate will: * Love to tackle challenges and develop innovative solutions to address those challenges Be self-driven to achieve excellence in everything they do Be motivated, reliable, and persistent Have strong ethics and integrity Be enthusiastic, have a positive mindset, and know how to have fun Continually be growing by setting and obtaining personal goals and challenges Have a passion for world-class customer service Have raving fans in past employers Able to work successfully with a diverse group of people and be a team-player Understand that fun is part of the equation and knows how to celebrate small wins. RESPONSIBILITIES Lead a team of 12-18 direct reports;coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met Drive a culture of accountability, continuous improvement, and personal excellence Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers Praise and share feedback with direct reports regarding their performance;suggest improvements, changes, or updates when applicable Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices Develop and audit quality assurance strategies to ensure the delivery of world-class service Be a subject matter expert on your clients business;earn their respect by demonstrating your knowledge and commitment to their program in all interactions Implement strategies to ensure attrition remains at an acceptable level Other duties as assigned At least one year of experience as a Supervisor in the BPO industry (No team leader, SME, floor support, coach or related, the name of the position must be Operations Supervisor) Advanced english level C1 (This is a client facing position) Excellent personal presentation Coaching skills KPIs management knowledge