Operations Supervisor, Customer Service

📋 Description

• Lead and coach your team. Run regular one-on-ones and coaching sessions, set clear goals, and help
• Own your team’s numbers. Track service and collections metrics daily (handle time, service level
• Be the escalation point. Step in on complex customer issues and review payment arrangements and
• Keep every interaction compliant. Make sure agents follow lease disclosures and collections rules
• Turn QA and training into results. Partner with QA and Training to spot knowledge gaps, coach to
• Keep your team staffed and on schedule. Work with Workforce Management on coverage, schedule

🎯 Requirements

• 2+ years of experience in customer service, collections, or contact center operations, including
• Fluency in English and Spanish.
• A strong grasp of customer service and collections KPIs, and the ability to turn data into action.
• Working knowledge of collections compliance (FDCPA, TCPA) and disclosure requirements, or the
• Experience with contact center platforms such as Five9, plus Excel and reporting tools.
• Strong coaching, communication, and conflict-resolution skills, with the ability to stay steady

🎁 Benefits

• Base Salary: $2,300/month
• Paid Time Off: flexible PTO starting from day one
• Annual performance bonus
• Fully remote work from anywhere in Guatemala