We are seeking an experienced IT Helpdesk / MSP Account Supervisor to lead daily support operations, manage team performance, and ensure high-quality service delivery in a fast-paced, client-focused environment.
The ideal candidate has a strong background in BPO operations, team supervision, workforce coordination, SLA management, and customer service excellence.
This position requires a hands-on leader capable of managing support teams, handling escalations, optimizing productivity, and maintaining operational efficiency while ensuring customer satisfaction.
1. Team Leadership & Performance Management
Supervise daily operations of IT Helpdesk / MSP support teams.
Guide, coach, and support Team Leads and support agents to achieve performance targets.
Conduct performance evaluations, call assessments, and ticket quality audits.
Identify training needs and coordinate coaching sessions.
Ensure adherence to company policies, operational procedures, and service standards.
2. SLA, KPI & Productivity Management
Monitor and ensure compliance with Service Level Agreements (SLAs).
Track operational KPIs, ticket resolution times, call volumes, and team productivity.
Identify performance gaps and implement corrective action plans.
Review operational reports and communicate performance results to management.
Drive continuous improvement in service quality and operational efficiency.
3. Ticket Management & Escalations
Oversee high-priority support tickets and customer escalations.
Ensure timely assignment, follow-up, and resolution of incidents.
Monitor ticket backlogs and reduce pending cases.
Handle escalated customer interactions professionally.
Support root-cause analysis and incident resolution processes.
4. Workforce & Queue Management
Collaborate with Workforce Management (WFM) to optimize staffing and scheduling.
Monitor real-time call queues and support demand.
Adjust operational coverage during high-volume periods or staffing shortages.
Coordinate schedules to maintain service availability and SLA compliance.
5. Quality Assurance & Customer Experience
Ensure consistent customer service quality across support interactions.
Conduct call monitoring and ticket audits.
Promote first-contact resolution, targeting 90% where operationally applicable.
Manage challenging customer interactions and resolve conflicts effectively.
Ensure customers receive timely updates on escalated issues.
6. Operational Coordination & Reporting
Collaborate with Account Managers, Team Leads, and operational stakeholders.
Review weekly performance reports and identify improvement opportunities.
Maintain compliance with standard operating procedures (SOPs).
Support account management activities and operational continuity.
Serve as a backup for management responsibilities when required.
RequisitosRequired Qualifications
Professional Experience
3–5 years of experience in BPO operations, preferably in account management, IT support operations, customer service, or supervisory roles.
At least 1–2 years of experience in a supervisory or people-management position.
Proven experience managing operational teams and monitoring performance.
Hands-on experience managing SLAs, KPIs, customer escalations, and performance reviews.
Experience coordinating daily operations, team schedules, and productivity targets.
Demonstrated ability to handle client-facing issues and operational challenges.
Education
Bachelor's degree in Management, Business Administration, or a related field.
Core Skills
Strong leadership, coaching, and team-management abilities.
Excellent verbal and written business communication.
Strong customer service orientation and interpersonal skills.
Conflict resolution and problem-solving capabilities.
Ability to manage multiple priorities in a high-volume environment.
Analytical thinking and performance improvement skills.
Strong organizational skills and attention to detail.
Ability to make operational decisions under pressure.
Skills Required
- 3-5 years of experience in BPO operations
- Experience in account management, IT support operations, customer service, or supervisory roles
- 1-2 years of experience in a supervisory or people-management position
- Experience managing operational teams and monitoring performance
- Hands-on experience managing SLAs, KPIs, customer escalations, and performance reviews
- Experience coordinating daily operations, team schedules, and productivity targets
- Experience handling client-facing issues and operational challenges
- Bachelor's degree in Management, Business Administration, or a related field
- Strong leadership, coaching, and team-management abilities
- Excellent verbal and written business communication
- Strong customer service, conflict resolution, and problem-solving skills
- Ability to manage multiple priorities in a high-volume environment
- Analytical thinking, performance improvement, organization, and attention to detail
- Ability to make operational decisions under pressure
What We Do
Softgic helps organizations pursue digital and cognitive transformation through innovative, customized technology solutions. Its services include software development, automation, cloud computing, cybersecurity, UX design, and related IT consulting. The company’s mission is to make life easier with technology and help clients transform digitally and cognitively, optimizing processes, reducing costs, and accelerating results for businesses across Latin America and the United States.
