JR Operations Supervisor
Location: Medellín
Workday: Full Time (44 hours/week)
English Level Required: 9.0 – 10.0
Education: Bachelor's Degree
Job Description
The Solvo 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.
This role requires providing leadership, guidance, and support to drive productivity, quality, and client satisfaction.
Key Responsibilities
Team Leadership
Provide strong leadership and mentorship to a team of agents, fostering a positive and motivated work environment.
Set clear performance expectations, monitor results, and provide regular feedback and coaching.
Address performance and absenteeism issues promptly and constructively.
Conduct initial and ongoing training to ensure team members have the skills and knowledge to succeed.
Resolve conflicts effectively and promote a culture of teamwork and collaboration.
Operational Management
Ensure the team meets or exceeds KPIs and SLAs.
Monitor workflow and resource allocation to optimize productivity.
Identify process improvements and implement best practices.
Maintain quality assurance processes and compliance with client requirements.
Conduct regular quality evaluations and provide feedback.
Generate and analyze performance reports to identify trends and opportunities for growth.
Client Relationship
Act as the primary point of contact for client communication and escalations.
Build and maintain strong client relationships, ensuring expectations are met or exceeded.
Compliance & Security
Ensure adherence to compliance and security protocols, including data protection regulations.
Maintain confidentiality and integrity in handling sensitive information.
Skills & Qualifications
Hard Skills:
Project Management – Planning, organizing, and overseeing projects to meet deadlines.
Data Analysis & Reporting – Proficiency with Excel, Google Sheets, or specialized tools.
Industry Knowledge – Understanding technical aspects of the field (e.g., healthcare, logistics, customer service).
Budgeting & Resource Allocation – Efficient management of time, personnel, and finances.
HR & Compliance Knowledge – Familiarity with labor laws, company policies, and procedures.
Technology Proficiency – Experience with scheduling tools, CRM systems, ERP platforms.
Training & Onboarding – Designing and delivering effective training programs.
Soft Skills:
Leadership & Teamwork
Effective Communication
Attention to Detail
Adaptability
Time Management