🚀 BPO Operations Supervisor Lead High-Performing Teams and Drive Operational Excellence!

Allied Global is looking for an experienced BPO Operations Supervisor to lead a dynamic customer service team and ensure outstanding service delivery for one of our international clients.

If you're a passionate leader who enjoys coaching people, improving performance, and delivering exceptional customer experiences in a fast-paced environment, we'd love to hear from you!

🌎 Location: On-site / Guatemala City
🤝 Employment Type: Full-time
🏢 Hiring Company: Allied Global
🗣️ English proficiency required

• →Lead, coach, and motivate a team of Customer Service Representatives or BPO professionals.
• →Monitor individual and team performance to consistently achieve KPIs and SLAs.
• →Deliver regular coaching sessions, feedback, and performance improvement plans.
• →Conduct onboarding, training, and continuous development activities.
• →Manage attendance, productivity, and employee engagement.
• →Resolve team and client escalations in a professional and timely manner.
• →Analyze operational reports, identify trends, and recommend process improvements.
• →Ensure quality standards, compliance, and client expectations are consistently met.
• →Optimize workforce utilization and daily operations.
• →Build strong relationships with clients while serving as the primary point of contact for operational matters.
• →Foster a collaborative, positive, and high-performance team culture.

• Previous experience leading teams within a BPO or Customer Service environment.
• Strong people management and coaching skills.
• Experience managing KPIs, SLAs, productivity, attendance, and quality metrics.
• Excellent communication and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Advanced Microsoft Excel and reporting skills.
• Ability to thrive in a fast-paced, performance-driven environment.
• Bachelor's degree is preferred.

• Team Leadership
• Performance Management
• Coaching & Mentoring
• Customer Service Operations
• KPI & SLA Management
• Workforce Optimization
• Reporting & Data Analysis
• Continuous Improvement
• Client Relationship Management
• Conflict Resolution