Operations Supervisor

OneSource; Medellín; On-site; COP 42,000,000 - 66,000,000; Full time

Job summary

OneSource in Colombia is seeking an Operations Supervisor to lead and develop high-performing BPO teams across Contact Operations and Sales Operations. You will drive performance, ensure service quality, and strengthen client relationships.

You will coach agents and team leads, monitor KPIs and SLAs, manage attendance and development, and ensure compliance with data protection standards. On-site position based in Cali, Colombia.

Qualifications

• Proven experience in BPO/contact center or sales operations supervision.
• Strong leadership, coaching, analytical and problem-solving skills.
• Experience managing KPIs, SLAs, quality, and operational performance.
• Excellent communication and client management skills.
• Familiarity with CRM systems and reporting tools.
• Mandatory English proficiency at C1 level.

Responsibilities

• Lead, coach, and develop agents and Team Leads.
• Monitor KPIs, SLAs, productivity, quality, and overall team performance.
• Drive continuous improvement and ensure operational efficiency.
• Manage performance, attendance, adherence, and employee development.
• Ensure compliance with client requirements, internal policies, and data protection standards.
• Manage client relationships, performance reviews, and escalations.
• For Sales Operations, drive conversion rates, sales targets, lead management, and CRM performance.

Skills

Leadership

Coaching

Analytical

Problem solving

Communication

Client management

Tools

CRM systems

Reporting tools

Job description

Work Model: On-site

About the Role

We are looking for a results-driven Operations Supervisor to lead and develop high-performing BPO teams across Contact Operations and Sales Operations. The ideal candidate will drive operational performance, ensure service quality, develop talent, and maintain strong client relationships.

Key Responsibilities

• Lead, coach, and develop agents and Team Leads.
• Monitor KPIs, SLAs, productivity, quality, and overall team performance.
• Drive continuous improvement and ensure operational efficiency.
• Manage performance, attendance, adherence, and employee development.
• Ensure compliance with client requirements, internal policies, and data protection standards.
• Manage client relationships, performance reviews, and escalations.
• For Sales Operations, drive conversion rates, sales targets, lead management, and CRM performance.

Requirements

• Proven experience in BPO, contact center, or sales operations supervision.
• Strong leadership, coaching, analytical, and problem-solving skills.
• Experience managing KPIs, SLAs, quality, and operational performance.
• Excellent communication and client management skills.
• Familiarity with CRM systems and reporting tools.
• English proficiency at C1 level, verifiable and mandatory.

Work Location

This is an on-site position in one of the following locations:

• Cali, Colombia