Job Description

At Influx, we believe great customer experiences are built by strong teams, clear processes, and close partnerships with our clients. We work with global brands and operate in fully remote, multicultural environments.\nWe are looking for a Service Delivery Supervisor (Mid-Level) to manage client operations after onboarding, ensure service stability, support team performance, and act as the main point of contact for operational topics.\nThis is not a senior leadership role, it is a hands-on, operational position with direct responsibility over service performance and client satisfaction.\nKey Responsibilities\nAct as the main point of contact for clients after contract negotiation, ensuring timely resolution of operational issues and service requests.\nCoordinate and manage operational administrative processes such as: vacation requests, revenue projections, invoicing coordination and submission.\nMonitor and analyze BPO operational metrics, including but not limited to: CSAT, FCR, Productivity and quality indicators.\nLead and develop Team Leaders, who are responsible for direct agent supervision.\nPerform workforce forecasting, projecting headcount needs based on call volume, workload, or staffing requirements.\nPrepare and lead Monthly Business Reviews (MBRs) with clients, presenting results, risks, and improvement plans.\nWork closely with internal teams such as HR, Finance, and Operations to ensure service continuity.\n Role Profile\nBachelors degree in Business Administration, Communications, or related fields (or equivalent experience).\n2+ years of experience in BPO operations, service delivery, or account operations.\n1+ year leading or coordinating Team Leaders or operational supervisors.\nEnglish level B2+ or C1 (mandatory).\nStrong analytical skills and ability to work with performance data.\nAbility to manage multiple priorities and client requests.\nComfortable working in fast-paced, remote, and multicultural environments.\nSolid communication and problem-solving skills.\n What We Offer\n100% remote position.\nGrowth opportunities within a global BPO organization.\nBase salary and Performance-based bonus (5.590.000 COP).\nColombian public holidays.\nCollaborative and people-centered culture.\nWhy Join Influx? \nBecause here, you dont just manage operations, you build relationships, develop people, and elevate human experiences at a global scale.\n Apply now and become part of Influx",