Bilingual Operations Supervisor (Call Center)

About the role

We are looking for a motivated Bilingual Operations Supervisor to lead a team within our call‑center environment in Lima. The role focuses on driving performance, ensuring compliance with KPIs, and delivering an outstanding customer experience while fostering a positive workplace.

Key responsibilities

• Supervise daily operations and monitor team performance for the assigned account.
• Track and manage KPIs such as productivity, attendance, quality, AHT, CSAT and adherence.
• Provide coaching, feedback and performance‑improvement plans to agents.
• Conduct team meetings, one‑on‑ones and performance reviews.
• Handle customer escalations and support agents with complex issues.
• Ensure compliance with company policies, procedures and client expectations.
• Collaborate with QA, Training, Workforce Management and HR to drive operational excellence.
• Analyze performance data to identify continuous‑improvement opportunities.
• Support onboarding, training and integration of new team members.

Required profile

• English proficiency at B2+ level.
• 1‑2 years of experience in a supervisory or team‑lead role within a BPO or call‑center.
• Previous experience as a Customer Service Representative.
• Strong understanding of call‑center metrics and KPI management.
• Ability to manage multiple priorities in a fast‑paced environment.
• Experience in healthcare customer service is a plus.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Outlook

What we offer

• Competitive salary package.
• Career growth and internal development opportunities.
• Dynamic and collaborative work environment.
• Opportunity to join a growing and innovative organization.