OPS Supervisor
You support end-to-end operational delivery, supervise frontline teams, monitor queues and service levels, conduct quality checks, coach team members, ensure process and security compliance, coordinate escalated cases, and resolve client issues.
Responsibilities
- Support end-to-end operational delivery
- Monitor team performance, task accuracy, cycle time, and output predictability
- Lead daily huddles and assign work tickets
- Monitor call, chat, and implementation queues
- Reallocate resources to meet response and resolution targets
- Conduct quality checks and coach team members
- Ensure adherence to operating procedures, security guidelines, and data governance standards
- Coordinate escalated cases across shifts and teams
- Resolve client escalations
- Recognize performance and support team engagement
Requirements
- 2–4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment
- Associate’s or Bachelor’s degree in Business, Systems, or a related field, or equivalent experience
- Experience with CRM and ticketing platforms, telephony software, and data management systems
- Ability to perform quality reviews, mentor teams, and provide performance feedback
- Ability to troubleshoot client escalations and resolve technical or procedural roadblocks
- Proficiency with AI tools, machine learning applications, and automation
- English and Spanish communication skills
- Lean Six Sigma or Agile experience
- Experience with Salesforce, Zendesk, or Genesys
- Advanced Excel or Tableau reporting experience
- B2B technical onboarding or SaaS implementation experience
- Change management experience
Benefits
- Healthcare packages
- On-site doctor
- 24/7 paramedic service
- Life insurance
- Gym facilities
- Free transportation
- Free parking
- Subsidized cafeteria
- Solidarity association