Responsibilities

The BPO Account Supervisor will manage various small accounts, each with a limited team of agents, establishing and maintaining operating processes, performance metrics, QA frameworks, and reporting structures. They will be responsible for providing regular updates and immediate responses to U.S.-based clients, presenting performance reports clearly and confidently, coaching and developing agents for peak performance, conducting quality checks and performance reviews, analyzing data to drive results, handling setbacks with a solutions-oriented mindset, and creating and delivering clear, insightful reports to clients and internal stakeholders.