The Role
Lead and supervise daily on-site operations at the Guatemala City site, coach and manage frontline staff, handle escalations, monitor performance metrics, implement process improvements, enforce company policies, and maintain a positive, high-performing team environment.
Summary Generated by Built In
Five Star Solutions, headquartered in Sioux Falls, SD, is seeking a full-time, on-site Operations Supervisor for our Guatemala City location. This role provides dedicated on-site leadership ensuring smooth day-to-day site operations, strong coordination with U.S.-based leadership, and a positive on-site experience for associates. This role is ideal for an experienced operations professional who is highly organized, collaborative, and adaptable as the site continues to grow. We are seeking a motivated and hands-on Onsite Operations Supervisor to support daily operations and lead front-line teams in a fast-paced environment. This role is ideal for someone who thrives on the floor, leads by example, and is passionate about driving performance and accountability.
Responsibilities
- Supervise and support daily onsite operations to ensure efficiency and service quality
- Provide real-time coaching, feedback, and performance management to team members
- Maintain a strong floor presence, actively engaging with staff and handling escalations as needed
- Monitor key performance metrics and implement process improvements
- Ensure adherence to company policies, procedures, and professional standards
- Foster a positive, accountable, and high-performing team environment
- Adapt quickly to changing priorities and operational needs
Qualifications
- 1+ year of experience in a supervisory or team lead role
- Proven track record of effective performance management
- Process-oriented mindset with strong attention to detail
- Willingness to remain hands-on, including high floor presence and phone involvement
- High level of professionalism, reliability, and accountability
- Flexible and adaptable in a dynamic, onsite work environment
As Five Star continues to grow, we are looking for a leader who leads from the front and is a strong communicator with the ability to motivate and guide teams. The ideal candidate would be a solution-oriented thinker who can balance people and process.
Skills Required
- Full-time, on-site at Guatemala City location
- 1+ year of experience in a supervisory or team lead role
- Proven track record of effective performance management
- Process-oriented mindset with strong attention to detail
- Willingness to remain hands-on with high floor presence and phone involvement
- High level of professionalism, reliability, and accountability
- Flexible and adaptable in a dynamic, onsite work environment
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The Company
What We Do
Five Star Solutions is a customer service outsourcing company that specializes in building and running intelligent CX environments. By integrating agents, data, and workflows with intelligent automation, they support CX strategy, scale, and service performance. The company combines experienced support teams with automated workflows to reduce effort and improve accuracy, helping organizations connect their operations into a unified system for elevated customer experiences.
