Who we are: At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other. We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA. Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed; they're essential. Conditions Basic Salary: 3'000.000 COP Bonifications: According to OPS Schedule: 46h per Week Days off: based on ops needs Work at home: Not available Responsibilities: The supervisor is in charge of coordinating, directing, and supervising the activities of the agents in operation and Administrative Support. Ensure disclosure, understanding, and compliance with all objectives, internal policies, internal regulations, campaigns, and company standards. Attend and clarify all the questions and doubts of the agents in a timely manner. Identify operational problems and suggest possible improvements. Monitor and evaluate the performance of the personnel in charge, providing learning opportunities or training, and taking corrective measures as necessary. Guarantee the fulfillment of goals and good performance of personnel in charge based on the goals and policies of the campaign. Preparation and analysis of reports and documentation as requested by your direct boss. Work as a team with other supervisors and members of the team in the implementation, planning, and execution of strategies or action plans for the continuous improvement of the campaign and the personnel in charge. Understand and attend to the client's needs, offering timely solutions and support. Organize and coordinate the schedules of the staff in charge. Supervise the personnel in charge of the campaign or assigned campaigns. Carry out general and individual daily, weekly, monthly, quarterly, and yearly performance evaluations of contractual and internal metrics. Comply with all the objectives and goals of the team/personnel in charge of the assigned campaign. Preparation and follow-up of personnel payroll. Attend all escalations in a timely manner made by the contractual customer or the end customer via phone, email, text messages, or chat. Respond in a timely manner to all calls from the supervisor. Development of labor competencies and skills of personnel in charge. Apply Now! PRO #J-18808-Ljbffr