Client Operations Supervisor - BPO (EST Hours) - Remote

ISTA Personnel Solutions is a fast-growing Business Process Outsourcing (BPO) company that partners with leading U.S.-based businesses. We don't recruit on behalf of clients-we become an extension of their teams by providing dedicated remote staff across a range of industries.

We are looking for an experienced Client Operations Supervisor to oversee our remote working agents on multiple USA-client accounts. We're looking for someone who has led people in a BPO or contact centre environment and understands how to balance client expectations with operational performance.

You will be responsible for managing a portfolio of client accounts, supporting remote agents, monitoring operational performance, driving KPI achievement and acting as the primary operational contact for your assigned clients. You will work closely with our Client Success Managers, who oversee the commercial relationship, while you ensure operational excellence and service delivery.

PLEASE NOTE:

• Working Hours: Mon - Fri 9:00am - 6:00pm EST(16:00pm - 01:00am OR 15:00pm - 00:00am South African Time, depending on daylight savings in the USA), however must be flexible to work overtime and be available over weekends if needed.
• Work Environment: This is a fully remote working role.
• You will be required to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.

KEY RESPONSIBILITIES:

• Manage the day-to-day operations of multiple USA client accounts, ensuring service delivery meets agreed standards.
• Lead, coach and support remote agents to achieve performance, productivity and quality targets.
• Monitor attendance, adherence, productivity and KPIs, addressing performance concerns proactively.
• Conduct regular one-on-one coaching sessions and performance reviews with assigned agents.
• Build strong working relationships with assigned clients and serve as their primary operational contact.
• Respond to client enquiries, concerns and operational escalations promptly and professionally.
• Work closely with the Client Success Manager to ensure a consistent client experience.
• Analyse operational data and identify trends, risks and opportunities for improvement.
• Prepare and present weekly and monthly operational performance reports.
• Coordinate staffing, scheduling and resource planning to meet client requirements and service level agreements.
• Collaborate with Recruitment, HR, IT and Operations teams to ensure smooth onboarding and ongoing support for client accounts.
• Drive continuous improvement initiatives that enhance both client satisfaction and operational efficiency.

Requirements

• 3+ years' experience in a BPO or contact centre leadership role.
• Experience managing remote teams.
• Experience managing client-facing operational relationships.
• Strong understanding of KPIs, SLAs, productivity and performance management.
• Confident presenting reports and discussing performance with clients.
• Excellent coaching and problem-solving skills.
• Highly organised with the ability to manage multiple priorities across several client accounts, in a fast-paced environment

If you are not contacted within 14 working days, please consider your application unsuccessful.