At Solvo Global we are looking for the best talent in Medellin. Location: CI TALSA - Carrera 50GG #12Sur-07, Itagüí. Schedule: Monday to Friday - Full Dispo Job Title: BPO Operations Supervisor Job Overview: We are looking for a dynamic and results-driven BPO Operations Supervisor to lead and optimize our team’s performance in a fast-paced, client-centric environment. You will play a key role in driving operational excellence, enhancing customer satisfaction, and ensuring that service level agreements (SLAs) are met or exceeded. As a leader, you will motivate and develop a diverse team of agents, fostering a high-performance culture while streamlining processes for maximum efficiency. Key Responsibilities: - Lead, supervise, and mentor a team of customer service agents to achieve daily, weekly, and monthly targets. - Monitor real-time performance metrics and take proactive measures to ensure all SLAs and KPIs are met. - Identify process improvements to optimize workflow, reduce costs, and enhance customer experience. - Conduct regular performance reviews, coaching, and training sessions to ensure continuous development of the team. - Handle escalations, ensuring timely and effective resolution while maintaining high levels of customer satisfaction. - Collaborate with cross-functional teams to drive client success and support operational goals. - Prepare and present daily/weekly reports on team performance, identifying areas for improvement and action plans. Qualifications: - Proven experience (2+ years) in a BPO supervisory role, with a strong understanding of contact center dynamics. - Exceptional leadership, communication, and problem-solving skills. - Ability to manage multiple priorities in a deadline-driven environment. - Proficiency in using workforce management tools and CRM systems. - Strong analytical mindset with a focus on data-driven decision-making. What We Offer: - Competitive salary and performance bonuses. - Opportunity for career growth within a leading global BPO. - Dynamic work environment with a focus on employee well-being and development. Tipo de puesto: Tiempo completo, Indefinido Pregunta(s) de postulación: - Tienes mínimo 2 años de experiência como Supervisor de Operaciones Bilingüe en BPO? Idioma: - Inglés (Obligatorio)