CS Supervisor
Há 2 dias
Let's start with the role
This professional is responsible for managing BPO relationships caring on a daily basis about key core KPIs such as customer satisfaction, staffing delivery, and overall conduction of daily checkpoints and weekly reviews. This role is the #1 player in driving operational improvements that will move the needle in core operations and customer-facing KPIs, so a lot of initiative and can-do attitude needs to be in place. Furthermore, you can expect constant interaction with neighboring teams both from Brazil and Greece on supporting functions that are vital to healthy operations.
As a CS Supervisor you will:
- Ensure smooth operations by developing, tracking, and executing action plans in collaboration with our BPO partners and internal stakeholders.
- Conduct key operational improvements in partnership with the BPOs, making sure the new processes are adopted.
- Hold daily checkpoints with 300hc+ BPOs to discuss action plans and track the efficiency of these plans.
- Lead meetings with internal stakeholders to discuss adjustments and broader projects aimed at impacting core KPIs.
- Drive dedicated ops listening sessions to identify improvement opportunities based on feedback from agents and staff on the floor.
- Track operational performance in both intraday and broader timelines to surface trends and inefficiencies.
- Collaborate with internal teams, both national and international (Sales, Product, and Support) to resolve customer issues and enhance user experience.
What you will bring:
- 4-6 years of experience managing BPO operations focused on Support / Continuous improvement / Vendor management.
- Fluency in English.
- Proven experience managing BPOs working in fast pacing tech companies.
- Bachelor's degree on Business or related fields
- Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk).
- Ability to analyze data and generate customer insights.
- Problem-solving skills with a proactive, customer-first mindset.
- Project management skills.
Kaizen Gaming Perks
- Hybrid way of working - 3 office x 2 home
- Competitive pay and bonus scheme
- Life Insurance
- Private health and dental insurance for you and your family
- Multi sports card
- Monthly Meal Allowance
- Commuting Allowance
- Family Support
- Developmental 360° feedback framework
- Unlimited access to Udemy & continuous training
- A buddy will support you with your onboarding
- #LI-Hybrid
- #LI-NK1
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