Supervisor Customer Care Operations

Randstad Argentina; Buenos Aires; On-site; ARS 900,000 - 1,300,000; Full time

Job summary

Randstad Argentina is seeking a Customer Care Operations Supervisor to lead a dedicated team within our Global Capability Center. The role focuses on driving service quality, productivity, attendance, and SLA adherence while coordinating with US-based clients.

The ideal candidate has 2+ years of leadership experience in customer service or BPO, strong analytics, coaching and communication skills, and advanced English (C1/C2). Daily interactions and interviews will be conducted in English.

Qualifications

• 2+ years leading customer service or call center teams.
• Experience managing KPIs, SLAs, and productivity.
• Strong analytical, coaching, and communication skills.
• Excel and reporting knowledge.
• Advanced English (C1/C2) required.

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.

Skills

Team leadership

KPI management

Analytics

Coaching

Communication

Excel

Advanced English

Tools

Excel

Job description

¡Esta propuesta te puede interesar!

En Randstad nos moviliza ayudar a las personas y a las organizaciones a desarrollar todo su potencial. Ese es el compromiso que asumimos como compañía en todo el mundo, un compromiso que nos impulsa a ir más allá para lograr que nuestros clientes y candidatos alcancen el éxito. ¿Cómo lo hacemos?, combinando nuestra pasión por las personas con el poder de la tecnología, creando experiencias más humanas, que nos permitan ser una fuente de inspiración y apoyo para quienes nos eligen. Porque estamos convencidos de que mejores personas hacen mejores empresas.

Customer Care Operations Supervisor | Advanced English Required

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

• 2+ years of experience leading Customer Service, Contact Center, BPO, Banking, or Insurance operations.
• Experience managing teams, KPIs, SLAs, quality, and productivity.
• Strong analytical, coaching, and communication skills.
• Excel and reporting knowledge.
• Advanced or bilingual English, C1/C2, is mandatory.

Experience in insurance, mortgage servicing, financial services, or shared services is preferred.

The interview process and daily interactions will be conducted in English.