Operations Supervisor - Sales

About the role

Alorica is seeking an Operations Supervisor to lead a sales-focused team within its call‑center operations in Juan Diaz, Panama. You will be responsible for driving performance, handling escalations, and ensuring the team meets client expectations.

Key responsibilities

• Provide regular supervision, mentorship, and coaching to direct reports.
• Communicate performance goals, feedback, and development plans effectively.
• Handle customer escalations and deliver appropriate resolutions.
• Facilitate daily agent coaching sessions, both written and verbal.
• Participate in client calibration meetings and project planning activities.
• Manage team timekeeping and timecard entry to maintain zero discrepancies.

Required profile

• Minimum 2 years of sales and customer service experience.
• Bachelor’s degree or equivalent relevant work experience.
• Previous leadership experience in a call‑center environment; supervising multiple employees preferred.
• Strong interpersonal skills with the ability to give constructive feedback.
• Flexibility to work various schedules, including AM/PM shifts and weekends.
• Excellent time‑management, attention to detail, and leadership abilities.
• Advanced English proficiency (B2‑C1 level) – both oral and written.
• Must be able to work onsite in Juan Diaz, Ciudad de Panama.

Required skills

• Microsoft Office (intermediate proficiency)
• Excel (intermediate proficiency)

What we offer

• Opportunity to lead a dynamic sales team in a global contact‑center leader.
• Professional development and mentorship.
• Competitive compensation and benefits.