Supervise front-office and back-office teams, ensuring efficient execution of daily activities
Monitor performance indicators and propose improvements to optimize internal processes
Ensure quality and accuracy of customer satisfaction across multiple channels, reducing errors and callbacks
Develop and/or implement workflows and policies aimed at boosting productivity and compliance
Coordinate and align demands with other company departments, ensuring agile and effective service
Identify opportunities for automation and digitization of processes to improve operational efficiency and customer satisfaction
Monitor and ensure high team performance by providing feedback, driving engagement initiatives and promoting professional development
Ensure compliance with deadlines and SLAs agreed with internal and external customers
Act on resolution of customer issues and conflicts, ensuring a collaborative and productive work environment
Demonstrate a sense of urgency when handling customer complaints and requests
Maintain an analytical outlook focused on high operational performance and root-cause analysis

Strong experience supervising contact center front-line teams and/or administrative areas
Ability to analyze data and manage performance indicators (KPIs)
Knowledge of process management tools and continuous improvement methodologies
Strong communication and interpersonal skills to interact with multiple departments and stakeholders
Proactive, organized profile with a focus on problem solving
Bachelor's degree required
Postgraduate degree is a plus
English and/or Spanish for conducting meetings is a plus

Customer Service Supervisor

Key skills