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 client’s 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 - KPI's management knowledge