Junior Operations Supervisor

The Solvo Global Supervisor is responsible for overseeing and managing a team of customer service representatives or other BPO professionals to ensure exceptional service delivery and achieve performance targets. They must provide leadership, guidance, and support to their team to drive productivity, quality, and client satisfaction.

Location: Chihuahua.

Skills and qualifications

-Bachelor's degree in a relevant field (preferred).

-Minimum 1 year of experience as a leader in the BPO/contact center industry.

-Strong communication and interpersonal skills.

-Analytical and problem-solving skills.

-Ability to adapt to a fast-paced and changing environment.

-Attributes: Strong leadership and motivational skills.

-Excellent communication and conflict resolution abilities.

-Detail-oriented with a focus on quality and performance improvement.

-Ability to work under pressure and meet deadlines.

-Adaptable and open to change.

-Customer-centric mindset.

Responsabilities:

• Team Leadership: Provide strong leadership and mentorship to a team of agents, fostering a positive and motivated work environment.
• Set clear performance expectations, monitor team performance, and provide regular feedback and coaching to improve individual and team performance.
• Conduct initial and ongoing training for team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
• Effectively handle and resolve conflicts or issues within the team or between team members and clients.
• Promote a culture of teamwork and collaboration.
• Operational Management: Ensure the team meets or exceeds established key performance indicators (KPIs) and service level agreements (SLAs).
• Address performance / Absenteeism issues promptly and constructively, taking necessary corrective actions.
• Identify process improvements and implement best practices to enhance operational efficiency.
• Build and maintain strong client relationships by ensuring client expectations are met or exceeded.

Schedule: Monday to Friday 7:00am - 4:00pm Mexican time - 100% on site

Benefits:

- Performance commissioning opportunity

- Solvo University (Excel, Power BI, English courses and more)