Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
On-Site
Position Overview
InteLogix is looking for an experienced Operations Supervisor to lead and develop a team supporting a financial services account, ensuring operational performance, service quality, customer experience, and compliance standards are consistently achieved.
The ideal candidate is a strong people leader with proven experience in contact center/BPO operations and direct experience supporting financial services accounts. This role requires someone who understands the importance of accuracy, data security, compliance, customer trust, and performance in a financial services environment.
Responsibilities
- Lead, motivate, and develop a team of Customer Service Representatives supporting a financial services account.
- Monitor team performance and ensure KPIs, quality, productivity, accuracy, and customer experience targets are consistently met.
- Conduct regular coaching sessions and develop action plans to address performance gaps and improve team results.
- Monitor calls, emails, chats, and other customer interactions to identify coaching, quality, and process improvement opportunities.
- Support the team in handling complex customer inquiries, account-related concerns, payment or transaction issues, and escalations.
- Ensure team members follow established financial services procedures, security requirements, and compliance guidelines.
- Promote accountability, engagement, and a strong performance-driven team culture.
- Identify operational risks, recurring customer issues, and process gaps, escalating concerns when appropriate.
- Collaborate with WFM, Quality, Training, Compliance, and other support teams to improve operational performance and customer experience.
- Communicate team performance, trends, risks, and operational needs to leadership and relevant stakeholders.
- Identify opportunities to improve processes, efficiency, accuracy, and the overall customer experience.
- Ensure appropriate handling of sensitive customer and financial information in accordance with company policies and program requirements.
What We Look For
- B2 English proficiency or higher – required, both oral and written.
- 3+ years of experience in contact center/BPO operations.
- 2+ years of supervisory or team leadership experience.
- Previous experience supporting a financial services, banking, fintech, payments, lending, credit, or other financial services account – mandatory.
- Proven experience with performance management, coaching, and employee development.
- Strong understanding of customer service and quality management principles.
- Experience working with financial services processes, policies, compliance requirements, and sensitive customer information.
- Ability to work in an environment where accuracy, compliance, data security, and attention to detail are critical.
- Advanced Excel skills, including Pivot Tables, VLOOKUP, SUMIF, IF/AND/OR formulas, filters, charts, and presentations.
- Excellent communication and interpersonal skills.
- Strong problem-solving, analytical, and decision-making abilities.
- Ability to manage escalations and make sound decisions within established procedures.
- Schedule flexibility.
- Availability to work on-site in San Salvador.
- University degree in Business Administration, Industrial Engineering, Economics, Finance, or a related field is preferred.
What We Offer
- Competitive, above-market salary
- Legal benefits from day one (ISSS, AFP, vacations, aguinaldo)
- Private Medical Insurance
- Real growth opportunities within Operations and Site Leadership
- Stable and professional on-site work environment
