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Operations Supervisor

May 28, 2024 | Costa Rica


Service First is a world-class call center and BPO with strategic locations around the globe providing an elevated Customer Experience to benefit our client’s businesses with exceptional customer engagement.


While our core business is to help our partners better serve their customers, Service First will also provide reduced labor and operational costs, a diversified footprint for business reliability, and an innovative entrepreneurial culture – all to attain corporate performance objectives as our partners trusted advisor and preferred business partner.

What you’ll do:

Plan, direct or coordinate the operations of companies to operate more efficiently. Generate relevant operational documentation. Monitor operations to ensure organizational goals are met. Formulate policies, manage daily operations, and plan the use of materials and human resources.


Principal Functions & Responsibilities

  • Ability to critically think and resolve complicated income documents/scenarios.
  • Continue to train employees on current roles and prepare them for career advancement.

The below steps encompass this role as well:

  • Nesting/Training Resource
  • Corrective Action
  • Action plans (1:1)
  • Workshop/Bootcamp
  • Available for an on-the-job resource to coach agents’ activity throughout the day
  • Ability to quickly and concisely implement new income verification/assessment strategies that the client has launched while limiting compliance exceptions.
  • Responsible for daily supervision of the teams including workload allocation, process improvements, and people development.
  • Workload delegation. Make sure all floor agents are on task and volume is properly handled.

What we’re looking for:

  • With at least 2-3 years of Team Lead Experience
  • Strong written communication skills, excellent grammar, spelling, and sentence construction
  • Flexible, Process Oriented, Optimistic, and Goal Oriented
  • Can work with minimal supervision.
  • Proficient in Word, Excel, and PowerPoint for presentations and reports required.
  • Professional demeanor, dependable, and able to maintain confidential information.


Service First is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.



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