Iitel
Bilingual Operations Supervisor
About the role
itel is hiring a Bilingual Operations Supervisor in Belize City to lead a team of contact-centre agents.
Responsibilities
- Meet team performance targets and improve processes
- Recruit, coach, evaluate and manage agents
- Produce daily audit and statistics reports
- Monitor calls live and conduct monthly call reviews
- Manage schedules, hours and adherence
- Handle escalated complaints and lead team meetings
- Develop future team leaders
Requirements
- High school diploma
- Fluent in English and Spanish
- Contact-centre experience
- Proficiency in Microsoft Office
Preferred qualifications
- Associate degree or higher
- 3–5 years of BPO experience, including at least 2 years as a supervisor