The Backoffice Supervisor is an experienced Customer Service professional with experience in
managing a team. He reports to the Backoffice Manager and is responsible for building, leading
and coaching a team of Backoffice Team Leaders - ensuring that his team performs with high
efficiency providing excellent service and reaching Kaizen Strategic & Performance objectives.
As a Backoffice Supervisor , you will:
● Oversee departmental metrics and data regularly; ensure goals & KPIs are clear to
everyone within the team; Monitor team performance against targets and milestones on
a regular basis;
● Strive for the optimization of customer experience and efficiency by being up to date with
CS trends, tools and practices;
● Anticipate issues during process flows; Build sustainable solutions by structuring themes
and teams; Monitor process changes and ensure continuity;
● Monitor performance and be responsible for delivering objective KPIs and milestones on
a regular basis in order to be aligned with business and customer needs;
● Responsible for preparing and reporting team SLAs to management and stakeholders
and recommending driving changes to Customer Service workflows and processes;
● Coach, mentor and supervise a team of CS Team Leaders, establishing a culture of high
performance;
● Provide teams with resources, tools, and processes to do their job effectively;
● Identify training needs & development opportunities for his/her team members in order to
enhance their performance, both at an individual and team level, to reach business
targets;
● Nurture an engaged team, ensuring an engagement score of your team (direct reports);
● Serve as the escalation point in case of an emergency or a critical issue regarding
Customer Service;
● Work closely with other operational teams (Client Services, Trading etc.) to assist them
with regulated procedures and ongoing operational duties.
What you'll bring:
● 2+ years of relevant experience in leading a team in a call center/backoffice
environment;
● Solid experience in managing, motivating and developing high-performing individuals
and large-scale, remote and diverse teams;
● Superb organizational, communication and interpersonal skills;
● Proven track record of analytical skills combined with effective decision-making
capability;
● Customer Service orientation - actively searching for areas to develop effective
solutions;
● Fluency in Spanish and English;
● Industry knowledge will be considered a plus.