Job Title: Operations Supervisor/ Performance Supervisor

Role Overview: We are seeking an experienced Operations Supervisor/ Performance Supervisor to support day-to-day execution across outbound operations, lead follow-ups, CRM usage, and agent performance. This role works closely with the Manager, team leads, and QA , providing hands-on support, troubleshooting, and operational guidance to ensure consistent performance and execution quality.

Key Responsibilities: Outbound Execution & Performance

- Support outbound operations and lead follow-up execution across teams.
- Monitor performance trends and assist in addressing gaps or inefficiencies.
- Reinforce standards related to speed-to-lead, follow-up quality, and conversion.

Agent & Supervisor Support

- Serve as a point of support for agents when team leads are unavailable.
- Answer day-to-day questions related to processes, systems, scripts, and workflows.
- Provide real-time guidance during live calls or escalations.
- Support supervisor-level calls and complex situations as needed.
- Maintain an approachable and supportive presence with frontline teams.

This role does not carry routine agent production quotas but remains hands-on and operationally involved.

CRM & Calling Tools

- Ensure proper usage, clean data, and workflow adherence.
- Assist with troubleshooting system or process-related issues.
- Support improvements to outbound and follow-up workflows.

Leadership & Collaboration

- Facilitate or support team meetings, huddles, and operational syncs.
- Collaborate closely with team leads, QA agents, and operations/training teams.
- Maintain strong alignment with the Manager and leadership team.
- Help ensure continuity and execution when leadership coverage is limited.

U.S. Client & Stakeholder Interaction





- Communicate professionally with U.S.based clients, managers, and supervisors.
- Participate in meetings and operational discussions in English.
- Support reporting, updates, and execution clarity in a U.S. business context.

Required Experience & Skills Must-Have

- 3+ years of experience in a leadership or senior operational role .

- Strong background in outbound calling environments .

- Experience supporting agents and supervisors in live operations.

- Hands-on experience with:

- CRM platforms

- Dialers/calling tools

- Lead management and follow-up workflows

- Highly organized with the ability to manage multiple priorities simultaneously.

- Strong problem-solving and troubleshooting skills.

- Professional-level spoken and written English .

- Experience working with U.S. clients or in-house U.S. managers/supervisors .

Preferred

- Experience in performance-driven or high-volume environments.
- Familiarity with QA processes and call quality standards.
- Ability to interpret performance data and translate it into action.
- Comfortable supporting multiple teams or campaigns.
- Hands-on, approachable, and operationally grounded.
- Comfortable interacting with agents, team leads, and managers.
- Calm and effective during live issues or escalations.
- Detail-oriented without losing sight of results.
- Professional, collaborative, and execution-focused.

Why This Role Exists : This role strengthens operational execution and frontline support as teams scale, ensuring consistency, responsiveness, and performance across outbound operations while supporting leadership effectiveness.

What We Offer

- Competitive USD-based salary
- Supportive and collaborative remote work culture
- Paid U.S. holidays and sick days
- Accrued Paid Time Off (PTO)

Work Location : Remote

📌 Operations Supervisor/ Performance Supervisor (Medellín)
🏢 International Marketers
📍 Medellín