About this role
Customer Care Operations Supervisor
We are looking for a Customer Care Operations Supervisor to lead a team within our Global Capability Center.
Key responsibilities
- Lead, coach, and develop a customer care team.
- Monitor KPIs related to quality, productivity, attendance, and SLAs.
- Manage performance, escalations, and operational issues.
- Identify root causes and implement improvement plans.
- Participate in meetings with U.S.-based clients and stakeholders.
- Prepare and present operational reports.
Requirements
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2+ years of experience leading Customer Service, Contact Center, BPO, Banking, or Insurance operations.
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Experience managing teams, KPIs, SLAs, quality, and productivity.
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Strong analytical, coaching, and communication skills.
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Excel and reporting knowledge.
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Advanced or bilingual English, C1/C2, is mandatory.
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Experience in insurance, mortgage servicing, financial services, or shared services is preferred.
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The interview process will be conducted in English. Please submit your CV in English.