Customer Service Supervisor
Customer Service Supervisor
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Job Description
Leading the Future of Service in Digital Insurance
In the fast-moving world of BPO and digital insurance this role offers the perfect policy for work-life balance. Protect your personal time like a premium asset while growing your career in a thriving future-proof sector.
Job Description
As a Supervisor BPO you will lead and mentor a team of Customer Service Representatives driving performance through coaching monitoring and process improvements. You ll collaborate with leadership to implement strategies optimize workflows and ensure exceptional customer experiences in the digital insurance space.
Job Overview
Shift: Monday to Friday 09:00 AM 06:00 PM EST
Work setup: Onsite Bogot and Medellin
Your Daily Tasks
Team Leadership & Development:
- Mentor CSRs supporting both their professional and personal growth.
- Lead team meetings and conduct developmental exercises.
- Conduct coaching and customer service/advocacy sessions to enhance professional skills.
- Facilitate weekly call reviews and monthly one-on-one sessions with each team member.
Performance Management & Accountability:
- Ensure CSRs meet departmental performance metrics through shadowing active call monitoring and coaching.
- Proactively identify areas for improvement through investigation.
Operational Excellence:
- Work closely with the Matic Customer Service Leadership Team to refine processes and implement new initiatives.
- Provide daily and real-time monitoring of work queues and schedules to optimize capacity and improve customer outcomes.
Hiring:
- Conduct interviews for new CSRs at your assigned location.
Requirements
The Qualifications We Seek
Experience:
- 2 years of successful experience in a customer service management role within a contact center.
- Prior BPO experience servicing US-based customers is a plus but not mandatory.
Skills:
- Fluent in English Full Professional level
- Demonstrated ability to develop and motivate team members.
- Exceptional organizational and communication skills.
- Proficient in interpreting data from call center reports analytics dashboards and other sources to identify performance trends.
- Highly detail-oriented with the ability to effectively manage multiple priorities.
- Proactive in identifying opportunities for personnel and process improvement with the ability to formulate and implement action plans.
Preferred Background
- Experience conducting coaching sessions and one-on-one processes.
- Experience with real-time monitoring processes.
- Experience managing weekly call reviews for each team member.
Benefits
Exciting Perks Await!
- 5 days work week
- Weekends off
- Indefinite term type contract
- 20 vacation days in total (5 extra vacation leaves)
- Prepaid medicine
- Fully-customized Emapta laptop and peripherals
- Direct exposure to our clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations - Bogot and Medellin
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit the Client
Our client Matic Insurance Services Inc. is a leading digital insurance agency that integrates home and auto insurance solutions directly into ownership experiences. Partnering with over 40 A-rated carriers they deliver an unbiased approach to finding the best coverage for customers. With a culture that values transparency quality and fun Matic has earned multiple industry awards and a reputation for exceptional service. They combine cutting-edge technology with human expertise to simplify the insurance process making them a standout in the industry.
Your Future Team at Emapta Latam
Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010 Emapta has pioneered personalized outsourcing solutions empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities competitive compensation and a supportive work environment that fosters professional growth. With over 1000 clients worldwide and a team of over 10000 talented professionals Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia where your skills are valued and your career ambitions are supported.
#EmaptaEra
The Qualifications We Seek Experience: 2+ years of successful experience in a customer service management role within a contact center. Prior BPO experience servicing US-based customers is a plus, but not mandatory. Skills: Fluent in English Full Professional level Demonstrated ability to develop and motivate team members. Exceptional organizational and communication skills. Proficient in interpreting data from call center reports, analytics dashboards, and other sources to identify performance trends. Highly detail-oriented with the ability to effectively manage multiple priorities. Proactive in identifying opportunities for personnel and process improvement, with the ability to formulate and implement action plans. Preferred Background Experience conducting coaching sessions and one-on-one processes. Experience with real-time monitoring processes. Experience managing weekly call reviews for each team member.
Employment Type
Full Time
