About this role
Job Description: As the Supervisor of Global Operations, you will serve as the front-line leader responsible for direct team guidance, daily workflow coordination, and real-time operational support. Your primary objective is to ensure real-time SLA compliance, high customer satisfaction, accurate data processing, and active coaching for your team members
What You'll Do
• Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule. • Quality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues. • Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff. • Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets. • Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members. • Process Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards. • Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity. • Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.
What Experience You Need
• Front-Line Leadership: 2–4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment. • B2+ English proficiency. • Education: Associate’s or Bachelor’s degree in Business, Systems, or related field (or equivalent hands-on experience). • Technical & Queue Familiarity: Practical experience working with CRM/ticketing platforms, telephony software, and data management systems. • Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor team, and deliver constructive performance feedback. • Problem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly. • AI Adoption: Proficiency in leveraging AI tools, machine learning applications, and automation to streamline workflows and enhance productivity. • Communication Skills: Excellent verbal and written communication skills in both • English and Spanish to interact with US counterparts and local teams effectively.
What could set you apart
• Process Improvement Skills: Experience with methodologies like Lean Six Sigma or Agile to actively improve workflows, rather than just managing them. • Advanced Systems Knowledge: Power-user experience or certifications with major CRM, ticketing, and workforce management platforms (e.g., Salesforce, Zendesk, Genesys). • Data & Analytics: The ability to build custom reports (using Advanced Excel, Tableau, etc.) to track queue performance, forecast volume, and spot bottlenecks. • B2B Tech Experience: A background specifically managing complex technical onboarding or SaaS software implementations. • Change Management: A proven track record of guiding teams through rapid growth, system migrations, or building new processes from scratch.
Primary Location: CRI-Heredia
Function: Function - Fulfillment / Operations
Schedule: Full time