Supervisor De Operaciones Bpo (Medellín)

At Solvo Integral we are looking for the best talent in Medellin.Location: CI TALSA
- Carrera 50GG #12Sur-07, Itagüí. Schedule: Monday to Friday
- Full DispoJob Title: BPO Operations SupervisorJob OverviewWe 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 ResponsibilitiesLead, 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.QualificationsProven 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 OfferCompetitive salary and performance bonuses.Opportunity for career growth within #J-*****-Ljbffr Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b1olb