BPO Operations Lead: Performance & CX

Solvo Global Careers

Chihuahua

On-site

MXN 420,000 - 660,000

Full time

2 days ago

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Job summary

Solvo Global Careers is seeking an experienced BPO Operations Supervisor to lead customer service teams and drive operational performance. You will coach agents and Team Leaders, monitor KPIs and SLAs, and ensure an outstanding customer experience.

The role emphasizes coaching, compliance, and continuous improvement across client programs. The ideal candidate will have a strong background in contact center operations, performance management, and talent development, with willingness to work

Qualifications

Experience supervising teams in a BPO or contact center environment.
Strong background in customer service operations; sales or retention experience is an advantage.
Proven ability to manage operational KPIs, SLAs, quality metrics, and improvement plans.
Experience coaching employees, managing attendance and performance issues, and developing talent.
Strong analytical, communication, problem-solving, and leadership skills.
Familiarity with CRM platforms, reporting tools, and contact center systems.
Ability to communicate effectively with clients and cross-functional teams.
Willingness to work on-site.

Responsibilities

Lead, coach, and develop customer service agents and/or Team Leaders to achieve operational and client performance goals.
Monitor and analyze KPIs and SLAs, including quality, productivity, customer satisfaction, attendance, adherence, and attrition.
Deliver ongoing coaching, performance feedback, and training to strengthen individual and team results.
Identify performance gaps and implement action plans to improve service quality, productivity, and customer experience.
Ensure compliance with quality assurance standards, client requirements, internal policies, and data protection guidelines.
Optimize staffing, workflows, resource allocation, and operational processes.
Act as a key point of contact for clients, providing performance updates, managing escalations, and supporting service reviews.
Promote continuous improvement and employee development while supporting team engagement and retention.
Where applicable, support sales performance, conversion, objection handling, and revenue-related goals.