Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties, changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo operations feature employees with no language barriers, a strong work ethic, and often work in the same time zone as their clients.
Role Overview
The Jr Operations Supervisor is responsible for leading and managing a team of agents within a Business Process Outsourcing (BPO) or contact center environment. The core focus is ensuring that daily operations meet defined performance metrics and Service Level Agreements (SLAs), while maintaining compliance with company and client standards.
Responsibilities
Supervise and manage a team of agents, ensuring compliance with performance metrics and service level agreements (SLAs).
Monitor daily operations, including call volumes, queue management, and workflow distribution.
Conduct regular performance reviews and provide coaching and feedback to team members.
Ensure compliance with company policies, client requirements, and regulatory standards.
Analyze operational reports and identify opportunities for improvement in productivity and quality.
Collaborate with Workforce Management and Quality Assurance teams to optimize schedules and maintain high service standards.
Handle escalations and resolve issues promptly to ensure client satisfaction.
Support training initiatives and assist with onboarding new team members.
Prepare and present operational reports to management and clients as required.
Requirements & Skills
Education:
Bachelor’s degree in Business Administration, Operations Management, or related fields (preferred).
Experience:
Minimum of 2 years in a supervisory role within a BPO or contact center environment.
How to Apply
Interested and qualified candidates should apply by going to Solvo Global on www.linkedin.com.
(A direct application link on the source website is: /apply-now/1123487)
