The Operations Supervisor leads and oversees a team of Pilots who remotely operate delivery robots, ensuring real-time operational continuity, performance management through key metrics, and adherence to service level agreements. This role emphasizes leadership, communication, and operational excellence within a technology-driven environment.
Responsibilities
- Lead, coach, and supervise a team of Pilots responsible for the remote operation of delivery robots.
- Monitor live operations in real time, identifying deviations, risks, or incidents and implementing timely corrective actions.
- Track, analyze, and report operational KPIs to ensure productivity, quality, and SLA compliance.
- Provide continuous feedback, performance coaching, and emotional support to maintain stable and efficient team performance.
- Escalate operational or technical incidents following established protocols.
- Ensure compliance with operational procedures, safety standards, and client requirements.
- Maintain clear, professional, and assertive communication with internal stakeholders and client representatives.
- Support continuous improvement initiatives through data analysis and operational optimization.
Requirements
- Proven experience as an Operations Supervisor, Team Leader, or similar role, preferably within a BPO or real-time operations environment.
- Strong experience managing operational metrics and performance indicators.
- English proficiency at B2 level or higher (written and verbal).
- On site position, full time availability is required.
Preferred Qualifications
- Experience or strong familiarity with remote-controlled devices, such as: Drones, Remote-operated vehicles, Video game consoles or controllers (PS5).
Technical Stack
Drones, Remote-operated vehicles, Video game consoles or controllers (PS5)
Work Arrangement
On-site — COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740
