Backoffice Supervisor

Let's start with the role

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;
• Knowledge of the German language would be a nice-to-have;
• Industry knowledge will be considered a plus.

#LI-Hybrid

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