• Direct oversight of a group of Customer Service managers, supervisors, and agents at our outsourcing partners.

• Lead, support, and collaborate with outsource partners to meet performance targets and drive continuous improvement.

• Manage action plans for low performance, handle daily operations support, and stay updated on industry trends.

• Conduct regular touchpoints, performance reviews, and handle escalations from outsourcing partners.

• Coach supervisors to meet KPIs like AHT, CSAT, LCR, etc.

• Utilize data to monitor team productivity, provide hands-on support for escalations, and foster decision-making and accountability.

• Support hiring, training, and team coverage as needed while actively removing barriers to team success.

• Leadership - Ability to inspire, motivate, and empower team members to achieve excellence and drive performance.

• Performance Management - Experience in setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.

• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization.

• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.

• Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.

• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions.

• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.

• Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs.

• 5+ years of Customer Service-related work experience.

• 3+ years' experience managing BPO's, international experience preferred.

• Strong verbal and written communication skills in English, Spanish proficiency is a plus.

• Demonstrated leadership and influential capabilities with the ability to drive a positive culture.

• Proficient in functional and technical skills; Internet applications, office applications, internal tools.

• Proven experience in leading projects, project management experience is a plus.

• Ability to travel internationally.