Background information about the job or company (e.g., role context, company overview)

Solvo is changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties. Solvo operations feature employees with no language barriers, a strong work ethic, in the same time zone, mirroring...

Responsibilities or duties

The Solvo Supervisor is responsible for overseeing and managing a team of customer service representatives or other BPO professionals to ensure exceptional service delivery and achieve performance targets. This role involves providing leadership, guidance, and continuous support to drive productivity, quality, and client satisfaction.

Qualifications or requirements (e.g., education, skills)

Bachelor’s degree in a relevant field (preferred)

Proven leadership experience

Strong communication and interpersonal skills

Analytical and problem-solving abilities

Ability to adapt in a fast-paced environment

Experience needed

Proven leadership experience

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Core Attributes

Strong leadership and motivational skills

Excellent communication and conflict resolution abilities

Detail-oriented with a focus on quality and improvement

Ability to work under pressure and meet deadlines

Adaptable and open to change

Customer-centric mindset

Skills & Competencies

Hard Skills

Data-driven decision making

Advanced Excel

Reporting and data analysis

KPI and performance indicator management

Soft Skills

Leadership and empathy

Assertive and effective communication

Strong interpersonal skills (“people person”)

Goal-oriented mindset

Problem-solving and critical thinking

Focus on optimization and growth

Overall Role Expectation

A successful Solvo Supervisor not only manages daily operations but also inspires and empowers their team to deliver exceptional service while continuously driving improvement and company growth.

• Lead, mentor, and motivate a team of agents, fostering a positive and high-performance environment
• Set clear performance expectations and monitor progress
• Provide regular coaching and feedback
• Address performance issues and absenteeism promptly
• Conduct onboarding and ongoing training
• Resolve conflicts within the team or with clients
• Promote teamwork and collaboration
• Ensure achievement of KPIs and SLAs
• Monitor workflow and optimize resource allocation
• Identify and implement process improvements
• Maintain quality assurance standards
• Conduct quality evaluations and provide feedback
• Analyze performance reports to identify trends and opportunities
• Act as the main point of contact for clients
• Handle escalations effectively
• Build and maintain strong client relationships
• Ensure client expectations are met or exceeded
• Ensure adherence to compliance and data protection regulations
• Maintain confidentiality and integrity with sensitive information

• Data-driven decision making
• Advanced Excel
• Reporting and data analysis
• KPI and performance indicator management
• Leadership and empathy
• Assertive and effective communication
• Strong interpersonal skills (“people person”)
• Goal-oriented mindset
• Problem-solving and critical thinking
• Focus on optimization and growth

• Bachelor’s degree in a relevant field (preferred)
• Proven leadership experience
• Strong communication and interpersonal skills
• Analytical and problem-solving abilities
• Ability to adapt in a fast-paced environment