The Role
Lead and manage a team of customer service/BPO professionals to meet KPIs and SLAs. Coach, train, and provide performance management; handle escalations and client communications; manage daily operations, workflows, and resource allocation; generate and analyze reports to drive process improvements and service quality.
Summary Generated by Built In
Overview: We are seeking a results-driven Jr supervisor to lead and manage a team of customer service or BPO professionals. This role is key to ensuring excellent service delivery, achieving performance targets, and maintaining strong client satisfaction. Key Responsibilities:
Lead, coach, and motivate a team to meet performance goals Monitor KPIs, SLAs, attendance, and overall team performance Provide ongoing feedback, training, and performance management Manage daily operations, workflow, and resource allocation Drive process improvements and ensure service quality standards Handle team conflicts, escalations, and client communications Generate and analyze reports to identify trends and opportunities
#SolvoGlobal
#LI-PROMOTED
#LI-Onsite
Skills Required
- Experience managing a team of customer service or BPO professionals
- Ability to monitor and drive KPIs, SLAs, and attendance
- Experience providing coaching, training, and performance management
- Experience managing daily operations, workflow, and resource allocation
- Ability to handle escalations and client communications
- Experience generating and analyzing reports to identify trends and improvement opportunities
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The Company
What We Do
Distro is an AI-powered platform designed to enhance the efficiency and productivity of distributor sales teams. By automating manual recruiting and sales tasks, the company helps teams move faster, reduce costs, and improve hiring outcomes. Their technology focuses on optimizing counter and inside sales operations, providing tools that assist recruitment and sales processes while maintaining human oversight in final decision-making.
