Supervisor ? Back Office Operations

Panama Outsource Solutions is a growing nearshore outsourcing company that helps U.S. businesses succeed through exceptional customer service and business support. We provide both traditional call center services and a wide range of specialized back-office solutions for clients across multiple industries.

We're committed to creating a workplace where people enjoy coming to work. We offer a supportive team environment, approachable leadership, opportunities for career development, and a healthy work-life balance. We believe that when our employees thrive, our clients do too.

Join a company where your work makes an impact, your ideas are valued, and every day brings new opportunities to learn and succeed.

Join Our Team!

Key Responsibilities

- Supervise the day-to-day operations of multiple back-office teams.

- Coordinate with management teams based in Panama, the Philippines and the United States. This role will have regular exposure to Executive management in both our company as well as our partner organization.

- Lead, coach, and develop a team of approximately 30?40 employees.

- Monitor productivity, quality, attendance, and service level performance to ensure client expectations are consistently met.

- Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and disciplinary actions when necessary.

- Analyze operational metrics and identify opportunities to improve efficiency, quality, and employee performance.

- Collaborate with clients, management, and internal support departments to resolve operational issues and implement process improvements.

- Ensure company policies, security requirements, and client procedures are consistently followed.

- Assist with onboarding, training, scheduling, and workforce planning.

- Foster a positive, professional, and accountable work environment.

Location

This is a full-time, in-office position located in Obarrio, within walking distance of the Vía Argentina Metro Station. Excellent attendance and punctuality are essential. We will expect you to set an example for your team.


Requisitos:
- Minimum of 2 years of supervisory or team leadership experience, preferably in a BPO, shared services, or back-office environment.

- Strong leadership and coaching abilities with a proven track record of developing high-performing teams.

- Excellent organizational and time management skills.

- Strong analytical and problem-solving abilities.

- Excellent verbal and written communication skills in English.

- Proficiency with Microsoft Office, particularly Excel.

- Experience working with performance metrics, KPIs, and service level objectives.

- Ability to manage multiple priorities in a fast-paced environment.


Beneficios - Salary: Competitive and commiserate with experience.

- Free private Health and Life Insurance through Palig after 3 months.

- Stable full-time employment.

- Supportive team environment with opportunities for professional growth and career development.

- Schedule is Monday to Friday with two Saturdays per month. This role will be a day shift role, but exact schedule will vary, and flexible schedules are preferred.