Onsite Supervisor

Company Description Five Star Solutions is a customer experience (CX) company that combines advanced digital tools with skilled global teams to deliver consistent, high-quality customer care. The organization designs and operates intelligent CX environments that connect agents, data, workflows, and automation into unified systems, enabling faster decision-making and scalable operations. By leveraging AI-assisted guidance, modern CX platforms, and real-time analytics, Five Star Solutions improves visibility, streamlines processes, and reduces the cost of customer support. With more than 40 years of industry experience and onshore, nearshore, and offshore delivery models, the company supports regulated, high-growth, and high-demand environments. Five Star Solutions is focused on building adaptable, scalable CX operations that perform reliably over the long term.

Role Description The Onsite Supervisor is a full-time role based on-site in Guatemala City, responsible for overseeing day-to-day contact center operations and team performance. This role includes supervising agents, monitoring service quality, managing schedules, and ensuring adherence to established processes and KPIs. The Onsite Supervisor will coordinate workload distribution, support real-time issue resolution, and provide coaching, feedback, and performance evaluations to team members. The role involves collaborating with management and support teams to implement operational improvements, maintain compliance with company policies, and meet client expectations. The Onsite Supervisor is also expected to prepare basic reports, communicate operational updates, and help create a positive, inclusive, and results-focused work environment.

Qualifications

• Strong team leadership and people management capabilities, including coaching, performance monitoring, and conflict resolution.
• Experience in contact center operations, workflow coordination, and real-time supervision of service levels.
• Ability to analyze basic operational data, prepare reports, and use metrics to guide decision-making.
• Clear and professional communication skills in verbal and written form; bilingual Spanish–English proficiency is highly beneficial.
• Proficiency with contact center tools, CX platforms, and standard office software; comfort working with technology and process documentation.
• Proven ability to work on-site in a fast-paced environment, prioritize tasks, and maintain composure under changing demand.
• Prior experience in customer service, CX, or supervisory roles within a regulated or high-demand environment preferred.
• High school diploma or equivalent required; post-secondary education in business, management, or related fields is an advantage.