Bilingual Operations Supervisor – BPO

About the role

We are looking for a bilingual Operations Supervisor to lead and support teams within our BPO operations. The role focuses on driving team performance, ensuring KPI compliance, delivering excellent customer experience, and fostering a positive work environment.

Key responsibilities

• Supervise daily operations and monitor team performance for the assigned account.
• Track and manage KPIs such as productivity, attendance, quality, AHT, CSAT, and adherence.
• Provide coaching, feedback, and performance‑improvement plans to agents.
• Conduct team meetings, performance reviews, and handle escalations.
• Ensure compliance with company policies, client expectations, and collaborate with QA, Training, WFM, and HR teams.
• Analyze results, identify improvement opportunities, and support onboarding of new team members.

Required profile

• Experience in a BPO or call‑center environment, preferably in a supervisory or team‑lead role.
• Strong understanding of operational metrics and KPI management.
• Excellent English communication skills, both verbal and written.
• Basic to intermediate proficiency with MS Office.
• Previous experience as a Customer Service Representative in a healthcare account is a plus.

Required skills

• Leadership and team‑management capabilities.
• Effective communication and coaching abilities.
• Problem‑solving and decision‑making competence.
• Analytical thinking with a results‑oriented mindset.
• Conflict‑resolution, adaptability, and multitasking skills.
• Time‑management, organization, and ability to work under pressure.