Global Operations Supervisor

About the role

The Global Operations Supervisor leads a front‑line team delivering end‑to‑end support across multiple service lines. You will ensure real‑time SLA compliance, high customer satisfaction, and accurate data processing while coaching team members.

Key responsibilities

• Lead daily huddles, assign tickets and manage real‑time queue performance for contact‑center and onboarding staff.
• Monitor call/chat queues and implementation pipelines, reallocating resources to meet response and resolution targets.
• Conduct quality checks on communications and technical setups, providing actionable feedback.
• Ensure adherence to operating procedures, security guidelines and data‑governance standards.
• Coordinate cross‑shift hand‑offs with US team leads to maintain operational continuity.

Required profile

• 2–4 years of experience as a team lead or supervisor in a contact‑center, customer‑support or technical onboarding environment.
• B2+ English proficiency and ability to communicate in Spanish.
• Associate’s or Bachelor’s degree in Business, Systems or related field, or equivalent hands‑on experience.
• Proven problem‑solving skills for live client escalations.

Required skills

• Practical experience with CRM/ticketing platforms (e.g., Salesforce, Zendesk, Genesys).
• Familiarity with telephony software and data‑management systems.
• Use of AI tools, machine‑learning applications and automation to streamline workflows.
• Advanced Excel and Tableau for custom reporting and analytics.