Operations Supervisor

About the role

The Operations Supervisor will work full‑time on‑site in San Pedro Sula, overseeing a team of call‑center agents. The role focuses on hiring, training, coaching, and ensuring agents meet performance standards while delivering excellent customer service.

Key responsibilities

• Manage daily activities of agents, including training and preparation for handling customer inquiries and complaints.
• Ensure compliance with call‑center objectives, performance standards, and company policies.
• Answer agent questions, provide best‑practice guidance, and resolve difficult calls.
• Identify operational issues and propose improvements.
• Monitor and evaluate agent performance, deliver coaching, and take corrective action when needed.
• Prepare reports and analyse data to support management in setting call‑center goals.
• Collaborate with other supervisors and the HR department on disciplinary actions and attendance records.
• Maintain a suitable work environment by enforcing internal policies across IT, HR, Operations, and related areas.

Required profile

• High school diploma or equivalent; higher education in management is preferred.
• Experience in call‑center, customer service, or supervisory roles.
• Strong verbal and written communication skills.
• Good understanding of company products, policies, and services.

Required skills

• Experience with advanced workforce management systems such as NICE and Verint.
• Proficiency with computers, software applications, and phone systems.