On-site Supervisor – Contact Center Operations

About the role

DASH BPO, LLC is seeking an on‑site Supervisor to lead a team of agents in its Asuncion contact‑center hub. The role focuses on maintaining high performance, ensuring compliance with client standards, and delivering exceptional customer experiences.

Key responsibilities

• Oversee daily operations of a designated team, monitoring performance against KPIs and SLAs.
• Coach, mentor, and provide constructive feedback to team members.
• Handle escalations and resolve complex customer or client issues promptly.
• Review quality and productivity reports, identifying opportunities for improvement.
• Collaborate with management to implement process enhancements and support training initiatives.
• Maintain on‑site presence to sustain staff engagement and respond to operational needs.

Required profile

• Proven experience supervising or leading teams in a contact‑center, BPO, or customer‑service environment.
• Strong ability to monitor performance, coach staff, and deliver clear feedback.
• Excellent decision‑making skills under pressure and solid organizational abilities.
• Professional verbal and written communication in English; bilingual or multilingual abilities are a plus.
• Flexibility to work on‑site in Asuncion with variable shifts as required.

Required skills

• Familiarity with call‑center technologies, reporting tools, and basic data analysis for tracking KPIs and SLAs.

What we offer

• Performance‑driven, customer‑centric work environment.
• Opportunities for professional growth within a global BPO organization.
• Engagement with diverse client brands and industries.