OPS Supervisor
What You'll Do
Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.
Quality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.
Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.
Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.
Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.
Process Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.
Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.
Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.
What Experience You Need
Front-Line Leadership: 2–4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment.
Education: Associate’s or Bachelor’s degree in Business, Systems, or related field (or equivalent hands-on experience).
Technical & Queue Familiarity: Practical experience working with CRM/ticketing platforms, telephony software, and data management systems.
Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor team, and deliver constructive performance feedback.
Problem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.
AI Adoption: Proficiency in leveraging AI tools, machine learning applications, and automation to streamline workflows and enhance productivity.
Communication Skills: Excellent verbal and written communication skills in both
English and Spanish to interact with US counterparts and local teams effectively.
What could set you apart
Process Improvement Skills: Experience with methodologies like Lean Six Sigma or Agile to actively improve workflows, rather than just managing them.
Advanced Systems Knowledge: Power-user experience or certifications with major CRM, ticketing, and workforce management platforms (e.g., Salesforce, Zendesk, Genesys).
Data & Analytics: The ability to build custom reports (using Advanced Excel, Tableau, etc.) to track queue performance, forecast volume, and spot bottlenecks.
B2B Tech Experience: A background specifically managing complex technical onboarding or SaaS software implementations.
Change Management: A proven track record of guiding teams through rapid growth, system migrations, or building new processes from scratch.
Primary Location:
CRI-HerediaFunction:
Function - Fulfillment / OperationsSchedule:
Full time