Operations Supervisor

Why Join Us?

At VoiceTeam, we believe in fostering a "We Care" culture where employees feel valued and supported. We offer a dynamic work environment that promotes professional development, innovation, and collaboration. If you have a passion for leadership, operations, and delivering excellent customer service, this is the perfect opportunity to grow with us.

Position Summary:

The Operations Supervisor is responsible for overseeing daily operations, ensuring performance targets are met, and maintaining high service quality. This role involves supervising a team of customer service and technical support representatives, driving operational efficiency, and fostering a productive and positive work environment. The ideal candidate possesses strong leadership skills, a problem-solving mindset, and a customer-focused approach.

Key Responsibilities:

• Team Supervision & Performance Management
• Lead and manage a team of agents, ensuring adherence to company policies, procedures, and performance goals.
• Monitor and evaluate team performance based on key metrics such as CSAT, FCR, response time, and escalation rate.
• Conduct regular coaching, training, and performance reviews to enhance employee skills and engagement.
• Implement retention strategies to reduce attrition and improve employee satisfaction.
• Operational Excellence & Process Improvement
• Collaborate with Workforce Management (WFM) to ensure proper staffing levels and schedule adherence.
• Identify operational challenges, conduct root cause analysis, and implement process improvements.
• Ensure all customer interactions are documented accurately in the CRM or ticketing system.
• Customer Experience & Service Quality
• Ensure that the team provides outstanding customer service through various channels (phone, chat, email).
• Enforce compliance with quality assurance standards and service-level agreements.
• Work closely with QA and Training teams to enhance service quality and operational effectiveness.
• Collaboration & Reporting
• Partner with Human Resources to handle employee relations, disciplinary actions, and attendance management.
• Provide daily, weekly, and monthly reports on team performance and operational KPIs to senior management.
• Act as a liaison between different departments, ensuring smooth communication and coordination.
• Handling Escalations & Problem Resolution
• Assist in resolving complex customer issues that require higher-level intervention.
• Support agents in handling challenging situations to ensure a positive customer experience.

Qualifications & Requirements:

• Education: Bachelor Degree in Business Administration or Related ; additional certifications in leadership or management are a plus.
• Experience:
• Minimum 2 years of experience in a call center environment.
• At least 1 year of experience in a leadership role (Team Lead, QA, or similar).
• Technical Skills:
• Strong proficiency in CRM tools, ticketing systems, and Microsoft Office (Excel, Word).
• Familiarity with telecommunication, financial services, or utilities industries is an advantage.
• Language Proficiency:
• English: Minimum B2 level (C1 preferred).
• Spanish: Strong verbal and written communication skills.
• Leadership & Soft Skills:
• Strong team leadership and motivational skills.
• Ability to coach and mentor team members effectively.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work under pressure and manage multiple priorities efficiently.
• Results-driven with a strong focus on operational performance.

Compensation & Benefits:

• Salary: Competitive salary
• Performance Incentives: Monthly bonuses based on team performance and KPIs.
• Comprehensive Benefits Package:
• Meal allowance
• Childcare subsidy
• Fully paid supplementary insurance
• Full Psychological assistance on site
• Annual bonus based on company performance
• Access to a cooperative savings plan
• Career Development: Opportunities for growth into managerial roles, training programs, and internal promotions.
• Work Schedule: Multiple Fixed Shifts from 8:00 AM to 11:00 PM

Apply now and be part of a team that makes a difference!