Operaciones Bpo Gerente

Job Overview: We are seeking a dynamic and results-driven BPO Operations Supervisor to lead and optimize our team's performance in a fast-paced, client-centric environment.
The ideal candidate will drive operational excellence, enhance customer satisfaction, and ensure that service level agreements (SLAs) are met or exceeded.
Key Responsibilities: 1.
Lead, supervise, and mentor a team of customer service agents to achieve daily, weekly, and monthly targets.
2.
Monitor real-time performance metrics and take proactive measures to ensure all SLAs and KPIs are met.
3.
Identify process improvements to optimize workflow, reduce costs, and enhance customer experience.
4.
Conduct regular performance reviews, coaching, and training sessions to ensure continuous development of the team.
5.
Handle escalations, ensuring timely and effective resolution while maintaining high levels of customer satisfaction.
6.
Collaborate with cross-functional teams to drive client success and support operational goals.
7.
Prepare and present daily/weekly reports on team performance, identifying areas for improvement and action plans.
Qualifications: 1.
Proven experience (2+ years) in a BPO supervisory role, with a strong understanding of contact center dynamics.
2.
Exceptional leadership, communication, and problem-solving skills.
3.
Ability to manage multiple priorities in a deadline-driven environment.
4.
Proficiency in using workforce management tools and CRM systems.
5.
Strong analytical mindset with a focus on data-driven decision-making.
What We Offer: 1.
Competitive salary and performance bonuses.
2.
Opportunity for career growth within a leading global BPO.
3.
Dynamic work environment with a focus on employee well-being and development.
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