BPO Operations Supervisor

Description

Job Summary: We are seeking an Operations / Account Supervisor to manage administrative and operational account processes, strengthen client relationships, and ensure team performance. Key Highlights: 1. Manage and control operations and relationships with key clients. 2. Lead teams, ensure KPIs and customer satisfaction. 3. Drive talent retention and engagement. About the Role We are looking for an Operations / Account Supervisor responsible for managing, controlling, and executing the administrative and operational processes of each account, ensuring a strong commercial relationship with clients based on high operational performance of their assigned teams. This role is critical for account and position retention, guaranteeing KPI compliance, customer satisfaction, and employee engagement, acting as an active bridge between clients, internal operations, and human talent. Key Responsibilities Maintain constant and strategic communication with clients, following tracking protocols, to strengthen the commercial relationship and ensure proper management of assigned talent. Actively participate in the personnel selection process, ensuring cultural fit with Solvo and the client, as well as compliance with required competencies. Supervise and monitor team performance to ensure achievement and maintenance of KPIs for each operation. Review and validate employee process documentation (SOPs) and socialize it with the client to prevent position loss due to turnover. Timely report personnel updates to ensure accurate and timely billing. Analyze metrics, propose and implement continuous improvements in each account’s processes, generating value for both the client and employees. Manage and respond effectively to team concerns, suggestions, or complaints related to payroll, hiring, human resources, wellness, IT, and other support areas. Drive retention, engagement, and satisfaction of key talent within the operation. Skills & Qualifications Requirements: Minimum 2 years of experience in leadership or team supervision roles. Proven experience in client-facing roles and direct client management. English proficiency level C1 or higher. Proficiency in Microsoft Office and Excel (intermediate to advanced level). Experience in developing strategies and action plans focused on results.-Requirements- Minimum education: University / Professional Degree 2 years of experience Languages: English Keywords: resident, supervisor, assistant manager, coordinator, manager, captain, operations, operations