Operations Supervisor

Description

Job Summary: We are seeking an Operations Supervisor for Customer Support to supervise and validate the execution of follow-up tasks, ensure compliance with KPIs, and coordinate effectively across departments. Key Highlights: 1. Supervise support teams and ensure customer service quality. 2. Coordinate task assignment and manage incidents. 3. Propose operational improvements and support sales growth. Customer Support Operations Supervisor We are seeking a **Customer Support Operations Supervisor** responsible for supervising and validating that support agents and in-house staff execute their follow-up tasks efficiently, with quality, and aligned with the Command Center process. The role will be responsible for ensuring compliance with operational KPIs, proper incident management, and effective coordination between operations and commercial departments. Responsibilities * Daily supervision of support agents’ performance, applying the defined methodology to identify incidents and ensure follow-up on escalated cases. * Coordinate appropriate task assignment based on incident type and account complexity. * Generate periodic reports on operational KPIs (response times, incidents, service levels). * Ensure smooth and consistent communication between operations and commercial departments. * Guarantee clear, timely, and high-quality customer service. * Propose and implement operational improvements. * Coordinate ongoing training activities for the team. * Support the sales force through operational planning and implementation for onboarding new clients and special projects. * Ensure achievement of revenue and sales targets according to budget. Requirements * Prior experience supervising support or customer service teams. * Experience tracking operational KPIs. * Proficiency in Excel. * Ability to analyze information and generate reports. * Leadership, organizational, and communication skills. * Results-oriented mindset and commitment to continuous improvement. We Offer * Competitive salary. * Statutory benefits. * Professional development opportunities. * Savings fund. * Retirement savings fund (starting after one year of service). * Life insurance. * Monthly bonus: 10%. * Grocery vouchers. **Work Location**: Alamo Industrial **Contact**: 3316015404 Employment Type: Full-time, Indefinite-term Salary: $18,000.00 per month Benefits: * Education assistance. * Savings fund. * Employee discounts. * Option for indefinite-term contract. * Life insurance. * Free uniforms. * Grocery vouchers. Workplace: On-site employment