Senior Supervisor

GENERAL JOB DESCRIPTION The Senior Supervisor oversees multiple teams or operational units, ensuring productivity, compliance, and operational excellence while supporting Team Leads and driving continuous improvement initiatives. MAIN RESPONSIBILITIES • Supervise Team Leads and operational staff • Analyze performance trends and metrics • Conduct operational meetings • Ensure SLA compliance • Assist with workforce planning • Address high-level escalations • Support process improvement initiatives • Administrative Point of Contact between the Nicaragua and El Salvador offices • Manage payroll-related activities, including agent bonuses and general payroll processing • Monitor and evaluate staff attendance and performance on a monthly and bi-annual basis • Participate in recruitment processes by conducting virtual or in-person interviews REQUIREMENTS • Minimum 3 years of leadership experience • Experience managing multiple teams • Strong reporting and operational management skills • Operational Payroll experience • Valid passport and availability to travel to El Salvador as required – MUST • Proven leadership background in the BPO or Call Center industry (Customer Service or Technical Support environments) • Excellent English proficiency • Strong communication skills QUALIFICATIONS Hard Skills • KPI analysis • Operational forecasting • Advanced Excel/reporting tools • Process optimization Soft Skills • Strategic thinking • Leadership • Coaching and mentoring • Decision-making