Job Title:
Sr. Supervisor, People Solutions CenterJob Description
We are looking for a people-first and improvement-driven Sr. Supervisor to lead administrative operations across several LATAM countries. This role requires someone who is passionate about developing people, optimizing workflows, and leveraging Microsoft tools and automation to create efficient, scalable processes. The ideal candidate has hands-on experience in both back office and front office operations within the BPO industry, and thrives in multicultural, fast-paced environmentResponsibilities
- Lead and develop team members, promoting professional growth through effective coaching, regular feedback, and clear communication.
- Monitor performance metrics, provide coaching to ensure individual and team KPIs are consistently met.
Design and implement automated workflows using Microsoft tools (e.g., Power Automate, Excel, Power BI, SharePoint).
Ensure SLAs and KPIs are consistently met or exceeded across all managed processes.
- Prepare and present reports to superiors with team performance data; perform data analysis to identify trends and develop action plans.
- Identify and address performance issues, implement improvement strategies, and manage disciplinary processes when needed.
- Ensure that service delivery meets contractual KPIs and financial goals.
- Manage escalated customer interactions as a subject matter expert when required.
- Supervise scheduling, attendance, and productivity in compliance with internal policies and labor regulations.
- Effectively communicate updates on policies, processes, and priorities to the team.
- Support initiatives to reduce attrition by participating in root cause analysis and implementing retention strategies.
- Participate in operational projects focused on increasing productivity and quality.
- Collaborate with cross-functional teams to address business needs and drive alignment.
- Embody and promote the company’s values through leadership and positive team culture.
Candidate Profile
- Associate degree in a related field or equivalent experience (Bachelor’s degree preferred).
- Minimum 2 years of experience in BPO operations (front and back office) with leadership responsibilities.\
- Experience building and monitoring dashboards or automated reports.
- Proven experience in team management within call center environments (voice and back-office).
- Familiarity with regional labor regulations and administrative operations across LATAM
- Strong command of Microsoft 365 tools: Excel (advanced), SharePoint, Power Automate, Power BI.
- Solid communication skills, both written and verbal.
- Demonstrated ability to coach, mentor, and motivate team members in high-pressure environments.
- Strong multitasking and prioritization capabilities.
- Experience working with remote and multicultural teams is a Must.
- Analytical thinker with a problem-solving mindset and attention to detail.
- Lean, Six Sigma, or similar continuous improvement certifications (nice to have)
Location:
COL Bogota - Cra. 15 #77-50Language Requirements:
EnglishTime Type:
Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
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