BPO Account Supervisor (EST Hours) - Remote

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

ISTA Personnel Solutions is seeking a BPO Account Supervisor to manage and grow multiple small U.S.A-based client accounts. This role requires a hands-on approach, from defining KPIs and establishing daily structures to coaching agents and presenting directly to clients. It's a fast-paced, demanding position for individuals seeking career growth, capable of performing under pressure with a no-excuses attitude.

Working Hours

• Aligned with U.S.A Eastern Standard Time (EST).
• Flexibility is essential, with potential for extended or shifting hours based on client needs.

Work Environment & Requirements

• Location: Remote
• Citizenship: South African Citizens only.
• Internet: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and support for a wired Ethernet connection is mandatory.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages.

Key Responsibilities

• Account Ownership: Manage various small accounts, each with a limited team of agents.
• Startup Mentality: Establish and maintain operating processes, performance metrics, QA frameworks, and reporting structures.
• Client Communication: Provide regular updates and immediate responses to U.S.A-based clients, including clear and confident presentation of performance reports.
• Agent Management: Coach, support, and develop agents to achieve peak performance.
• Performance Tracking: Conduct quality checks, performance reviews, and analyze data to drive results.
• Reporting: Create and deliver clear, insightful reports to clients and internal stakeholders.
• Problem Solving: Handle challenges with a calm, solutions-oriented mindset.

Requirements

• Experience: Minimum of 2 years in a Team Lead or Supervisor role within a BPO or call centre environment. Prior experience managing U.S. clients or working U.S. time zones is a strong advantage.
• Skills:
  • Confident communicator
  • Calm under pressure
  • Highly organized and resourceful
  • Strong understanding of contact centre KPIs, QA processes, agent coaching, and reporting tools
  • Capable of handling multiple campaigns and shifting priorities
• Attitude:
  • Proactive and persistent
  • Takes ownership and thinks like an entrepreneur
  • Professional but down-to-earth, with a focus on team and client success

Application Information

• If you are not contacted within 14 working days, please consider your application unsuccessful.

Additional Details

• Employment Type: Full-time
• Workplace: Remote
• Language: English
• Department: SA - Operations
• Published: 2025-05-29