We are seeking an experienced and proactive Customer Care Supervisor to oversee the performance and daily operations of our outsourced customer support partner (BPO). The ideal candidate will act as the main point of contact between our company and the BPO team, ensuring service quality, operational efficiency, and excellent customer experience standards.

Key Responsibilities

• Monitor and manage the performance of the outsourced customer service provider (BPO)

• Track KPIs including SLA, CSAT, AHT, quality scores, productivity, and response times

• Conduct regular performance reviews and operational meetings with the BPO management team

• Identify operational gaps and implement improvement plans

• Ensure customer interactions align with company policies and standards

• Analyze reports and customer feedback to improve service delivery

• Coordinate training requirements and process updates with the BPO

• Escalate critical customer issues and ensure timely resolution

• Prepare weekly and monthly operational reports for management

• Support workforce planning and volume forecasting activities

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Requirements

• Previous experience in customer service supervision, team leadership, or BPO/vendor management

• Strong understanding of call center KPIs and customer support operations

• Experience working with outsourced customer support teams is highly preferred

• Excellent communication and stakeholder management skills

• Strong analytical and reporting abilities

• Ability to work independently and manage external partners effectively

Preferred Qualifications

• Experience managing multi-channel support operations (calls, chats, escalations)

• Knowledge of quality assurance and performance management processes

• Experience in vendor management or outsourcing environments