BPO Customer Service Supervisor

🚀 We're Hiring: BPO Customer Services Supervisor 🚀

Are you ready to lead with purpose and make a real impact in customer service operations?

At Auxis, we're looking for a BPO Customer Services Supervisor who thrives in dynamic environments and is passionate about delivering exceptional customer experiences. This role is more than just oversight—it's about empowering teams, driving operational excellence, and ensuring our clients receive world-class support.

As a Supervisor, you’ll:

✅ Provide guidance and coaching to a high-performing team
✅ Monitor performance and ensure quality standards are met
✅ Handle escalations with professionalism and care
✅ Collaborate with Team Leads to optimize workflows and productivity
✅ Be a key player in achieving customer satisfaction and business goals

If you're a natural leader with a strong customer service mindset and a drive to grow, we want to hear from you!

Team Supervision: 

• Serve as the “go-to” person on the Customer Service team, providing support and subject matter knowledge to other team members, as required.
• Support Team Leads and Senior Agents on the escalations of questions and issues related to processes and brand standards.
• Establish and administer team schedules to ensure the required coverage and service level compliance.
• Work with Team Leads to prepare service level reports, and provide daily status updates to client and Auxis management.
• Monitor team performance and ensure that the performance of all related activities is under established procedures and contractual requirements.
• Review in scope business operations and activities, and provide recommendations for improvements, to ensure high levels of customer satisfaction and service level performance.
• Work with the Service Delivery Manager on the interviewing, hiring and selection of new employees for the respective service teams.
• Participate, and where appropriate, lead new staff member training.
• Work with Team Leads to maintain internal standard operating procedures documentation, as required.
• Actively manage teams by establishing clear performance goals, observing job performance, and coaching/mentoring team members to achieve high levels of performance.
• Drive strong accountability and sense of urgency to achieve desired performance levels.
• Act as a role model & lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service.
• Establish effective staff retention and team-building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs.

Operations: 

• Establish, maintain and continuously improve operational processes, policies and procedures.
• Manages productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
• Provide timely preparation and review of operational reports to clients and Auxis management, as required.
• Regularly communicate and interact with customer management to review team performance, including leading and participating in service level reviews (SLR’s), following contractual requirements.
• Ensure compliance with operational policies and procedures and identify and address performance issues or other activities that will impact customer satisfaction, service level compliance, etc.
• Manage small to medium-sized projects, including new service transitions and client setups.

Personnel and Performance Management: 

• Work with Talent Acquisition and Human Resources departments to plan and coordinate employee recruitment activities.
• Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service.
• Act as a role model to staff to promote a positive work environment.
• Monitor staff activities and performance and quickly address performance issues through staff training, supervision, automation and process improvement initiatives.
• Provide feedback to staff to improve work performance and customer satisfaction.
• Establish effective staff retention and team-building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus and incentive programs.
• Manage, mentor and recommend appropriate training for assigned professionals.
• Support all staff activities, as required, including providing “hands-on” activities to ensure client service level compliance.

• English – Spanish Language (Oral and writing 90 % or higher), (C1 or above).
• The Supervisor will adjust its schedule based on the account needs.
• 3 years of experience as a Service Delivery Supervisor.
• High school diploma; BSc/BA in management or relevant discipline will be considered an advantage.
• Strong experience in Customer Service.
• Experience in a 24x7x365 operation.
• Excellent English verbal and written communication skills.
• A genuine interest in working with and helping customers.
• US Tourist Valid Visa for potential travel to the US as required (cross-training, operations and/or project work).
• Proficient in the use of Microsoft Office Suite and Contact Center monitoring/reporting tools.
• Demonstrated technical skills in Lean tools & concepts with an emphasis on implementation.
• Must possess excellent communication skills and Integrity, Intensity, Innovation, and Involvement.
• Experience managing service transitions at different levels.
• Strong project management and organizational skills.
• Previous experience in problem-solving methodology.
• Strong leadership and decision-making ability.
• Solid customer focus and a proven record for coaching and developing staff members.
• A good understanding of the local culture, and staff hiring/retention criteria.
• Strong organizational abilities.
• Demonstrated experience in providing high levels of customer satisfaction and performance.
• Proven leadership, coaching and motivational skills.
• Experience in handling escalated concerns that fall outside the responsibilities of Team Leads.
• A good understanding of numbers and planning.
• The ability to be flexible, decisive and quick-thinking.
• The ability to handle complaints and difficult situations in a patient, calm and effective way.
• Focus on working with KPI's and service levels, and in achieving high operational performance with a continuous improvement mindset.
• Good presentation and a polite, tactful, and friendly character.
• Great confidence and an excellent business sense.
• Should be able to set, satisfy, and exceed targets.