Operations Supervisor in Santiago

At VoiceTeam, we believe in fostering a "We Care" culture where employees feel valued and supported. We offer a dynamic work environment that promotes professional development, innovation, and collaboration. If you have a passion for leadership, operations, and delivering excellent customer service, this is the perfect opportunity to grow with us.

Position Summary:
The Operations Supervisor is responsible for overseeing daily operations, ensuring performance targets are met, and maintaining high service quality. This role involves supervising a team of customer service and technical support representatives, driving operational efficiency, and fostering a productive and positive work environment. The ideal candidate possesses strong leadership skills, a problem-solving mindset, and a customer-focused approach.

Key Responsibilities:
Team Supervision & Performance Management
Lead and manage a team of agents, ensuring adherence to company policies, procedures, and performance goals.
Monitor and evaluate team performance based on key metrics such as CSAT, FCR, response time, and escalation rate.
Conduct regular coaching, training, and performance reviews to enhance employee skills and engagement.
Implement retention strategies to reduce attrition and improve employee satisfaction.
Operational Excellence & Process Improvement
Collaborate with Workforce Management (WFM) to ensure proper staffing levels and schedule adherence.
Identify operational challenges, conduct root cause analysis, and implement process improvements.
Ensure all customer interactions are documented accurately in the CRM or ticketing system.
Ensure that the team provides outstanding customer service through various channels (phone, chat, email).
Enforce compliance with quality assurance standards and service-level agreements.
Work closely with QA and Training teams to enhance service quality and operational effectiveness.

Qualifications & Requirements:

Education: Bachelor Degree in Business Administration or Related ; additional certifications in leadership or management are a plus.
Experience:
Minimum 2 years of experience in a call center environment.
At least 1 year of experience in a leadership role (Team Lead, QA, or similar).
Strong proficiency in CRM tools, ticketing systems, and Microsoft Office (Excel, Word).
Familiarity with telecommunication, financial services, or utilities industries is an advantage.
English: Minimum B2 level (C1 preferred).
Spanish: Strong verbal and written communication skills.

Compensation & Benefits:

Salary: Competitive salary
Performance Incentives: Monthly bonuses based on team performance and KPIs.
Comprehensive Benefits Package:
Meal allowance
Childcare subsidy
Fully paid supplementary insurance
Full Psychological assistance on site
Annual bonus based on company performance
Access to a cooperative savings plan