BPO- Operations Support Team Leader/OM — Relocation Opportunity

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Empresa

Sapiens Consulting

Descripción de la Empresa

Somos una agencia de reclutamiento que busca satisfacer las necesidades de Talento Humano de nuestros clientes a través de un proceso rápido y eficiente.

Departamento

Guatemala

Localidad

RELOCATION

Tipo de Contratación

Tiempo Completo

Descripción de la Plaza

We are looking for a proactive Team Leader to lead an operations support team in a BPO environment. This is an international assignment that requires relocation outside your current country. The role focuses on team leadership, operational performance, cross-functional coordination with sales/commercial teams, and continuous process improvement.

Key responsibilities:
Lead, coach and supervise a team of support agents; manage daily operations and staffing.
Monitor and drive KPIs and SLAs (AHT, FCR, CSAT or company-specific metrics).
Coordinate closely with Sales/Commercial teams to support client escalations and ensure service alignment.
Analyze performance data, prepare reports, and present results to management.
Implement process improvements, training plans, and quality assurance activities.
Ensure compliance with policies and maintain high customer service standards.

Minimum requirements:
Proven experience as Team Leader / Operations Manager / AGM in a BPO support function.
Demonstrable background working with or supporting sales/commercial teams.
English: Intermedia to advanced B2 level.
Willingness and legal ability to relocate internationally — mandatory.
Strong leadership, coaching, and people-management skills.
Experience with CRM/ERP tools, workforce management and reporting tools.
Analytical mindset and ability to drive continuous improvement.
Preferred:
Experience with KPI management (AHT, FCR, CSAT) and workforce planning.
Experience in multicultural environments and flexible schedules (shifts).
Relevant certifications or formal training in management, customer service, or process improvement.

Mínimo Nivel Académico Requerido

Bachillerato/Preparatoria/Secundaria

Mínimo Nivel de Inglés Requerido

Avanzado

Mínima Experiencia Laboral Requerida

3-4 años
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