Operations Supervisor – Delivery Robotics Operation

Concentrix CX Colombia S.A.S.; MEDELLIN; On-site; COP 89,280,000 - 133,920,000; Full time

Job summary

Concentrix CX Colombia S.A.S. in Medellín seeks an Operations Supervisor for the Delivery Robotics Operation. You will lead a team of Pilots operating delivery robots remotely, monitor live activities, and drive KPI reporting to maintain SLA compliance.

The role requires on-site, full-time work and strong leadership in a fast-paced environment. Qualifications include prior supervision experience in BPO or real-time ops, proficiency in English (B2+), and familiarity with remote-controlled

Qualifications

• Proven experience as an Operations Supervisor or team lead in BPO/real-time ops.
• Strong experience managing operational metrics and performance indicators.
• English proficiency at B2 level or higher.
• Familiarity with remote-controlled devices such as drones or remote-operated vehicles.
• Strong leadership, decision-making and problem-solving skills.
• Ability to perform under high-pressure, real-time operational conditions.
• On-site, full-time availability required.

Responsibilities

• Lead, coach, and supervise a team of Pilots for remote delivery robot operations.
• Monitor live operations in real time and implement corrective actions.
• Track, analyze, and report KPIs to ensure productivity, quality, and SLA compliance.
• Provide feedback and emotional support to maintain team performance.
• Escalate operational or technical incidents per protocols.
• Ensure compliance with procedures, safety standards, and client requirements.
• Maintain professional communication with internal stakeholders and client reps.
• Support continuous improvement through data analysis and optimization.

Skills

Leadership

Team development

Real-time operations

English proficiency

Remote-controlled devices familiarity

Tools

Drones

Remote-operated vehicles

Video game controllers (PS5)

Job description

Job Title: Operations Supervisor – Delivery Robotics Operation

Responsibilities

• Lead, coach, and supervise a team of Pilots responsible for the remote operation of delivery robots.
• Monitor live operations in real time, identifying deviations, risks, or incidents and implementing timely corrective actions.
• Track, analyze, and report operational KPIs to ensure productivity, quality, and SLA compliance.
• Provide continuous feedback, performance coaching, and emotional support to maintain stable and efficient team performance.
• Escalate operational or technical incidents following established protocols.
• Ensure compliance with operational procedures, safety standards, and client requirements.
• Maintain clear, professional, and assertive communication with internal stakeholders and client representatives.
• Support continuous improvement initiatives through data analysis and operational optimization.

Requirements

• Proven experience as an Operations Supervisor, Team Leader, or similar role, preferably within a BPO or real-time operations environment.
• Strong experience managing operational metrics and performance indicators.
• English proficiency at B2 level or higher (written and verbal).
• Experience or strong familiarity with remote-controlled devices, such as: Drones Remote-operated vehicles Video game consoles or controllers (PS5).
• Strong leadership, decision-making, and problem-solving skills.
• Ability to perform effectively in high-pressure, real-time operational environments.
• On site position, full time availability es required.

Competencies

• Leadership and team development
• Analytical and results-driven mindset
• Assertive and professional communication
• Emotional intelligence and stress management
• Adaptability to technology-driven operations

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location

Location: COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740

Language Requirements

Language Requirements: Time Type: Full time

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