Bilingual Operations Supervisor – Financial Services

About the role

InteLogix is seeking a bilingual Operations Supervisor to lead a team of Customer Service Representatives supporting a financial services account. The role focuses on maintaining high operational performance, service quality, and compliance while delivering an excellent customer experience.

Key responsibilities

• Lead, motivate and develop a team of representatives handling calls, emails, chats and other interactions.
• Monitor and ensure KPIs, quality, productivity, accuracy and customer experience targets are met.
• Conduct regular coaching sessions, create action plans and address performance gaps.
• Support complex inquiries, payment or transaction issues, and escalations.
• Enforce financial services procedures, security requirements and compliance guidelines.
• Identify operational risks, recurring issues and process gaps, escalating when necessary.
• Collaborate with Workforce Management, Quality, Training, Compliance and other support teams.
• Communicate performance trends, risks and operational needs to leadership.

Required profile

• B2 English proficiency or higher, both oral and written.
• Minimum 3 years of experience in contact‑center/BPO operations.
• At least 2 years of supervisory or team‑lead experience.
• Direct experience supporting a financial services, banking, fintech or related account (mandatory).
• Proven track record in performance management, coaching and employee development.
• Strong understanding of customer service and quality‑management principles.

Required skills

What we offer

• Opportunity to lead a high‑performing team in a fast‑growing, technology‑driven environment.
• Exposure to financial‑services operations with a focus on compliance and data security.