We are seeking an experienced BPO Team Supervisor to lead and develop high-performing teams while ensuring the achievement of KPIs, SLAs, quality standards, and client satisfaction goals.

The idóneo candidate combines strong leadership, coaching, data analysis, and client management skills to drive operational excellence and continuous improvement in either a Customer Service or Sales environment.

Key Responsibilities

- Lead, coach, and develop agents and Team Leads.
- Monitor and improve KPIs, SLAs, productivity, quality, adherence, and attendance.
- Conduct performance reviews, coaching sessions, and training initiatives.
- Manage underperformance, absenteeism, and operational risks.
- Ensure QA processes, calibrations, and quality standards are followed.
- Optimize workflows, staffing, resource allocation, and operational efficiency.
- Act as the primary point of contact for clients, escalations, and service reviews.
- Prepare and analyze operational reports, dashboards, and performance metrics.
- Ensure compliance with company policies, data protection, and information security standards.
- Drive continuous improvement initiatives and support the adoption of AI-powered productivity tools.





Required Qualifications

- Fluent English (C1/C2)
- 2+ years of experience as a BPO Supervisor, Team Lead, Operations Supervisor, Customer Service Supervisor, or Sales Supervisor.
- Proven experience managing KPIs, SLAs, quality, productivity, and team performance.
- Strong leadership, coaching, and people management skills.
- Experience managing client relationships and escalations.
- Advanced analytical and problem-solving abilities.
- Proficiency with CRM systems, reporting tools, and Microsoft Office.
- Excellent communication and stakeholder management skills.
- Experience in Customer Service, Sales, Contact Center, or BPO operations.
- Experience with workforce management and resource planning.
- Familiarity with Jira, SolveIT, Midasoft, or similar tools.
- Knowledge of QA frameworks and continuous improvement methodologies.

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