Onsite Supervisor

About the role

The Onsite Supervisor will be based in Guatemala City and will oversee daily contact‑center operations, ensuring service quality and adherence to KPIs. This full‑time position involves supervising agents, managing schedules, and fostering a positive, inclusive work environment.

Key responsibilities

• Supervise agents, monitor service quality, and manage real‑time issue resolution.
• Coordinate workload distribution, prepare basic operational reports, and communicate updates to management.
• Collaborate with management to implement process improvements and maintain compliance with company policies.
• Provide coaching, feedback, and performance evaluations to team members.

Required profile

• Proven leadership and people‑management experience in a contact‑center or high‑demand environment.
• Ability to analyze basic operational data, prepare reports, and use metrics for decision‑making.
• Strong verbal and written communication skills; bilingual Spanish‑English is a plus.
• High school diploma or equivalent; post‑secondary education in business or management is advantageous.

Required skills

• Proficiency with contact center tools.
• Experience using CX platforms.
• Competence with standard office software.