BPO Account Supervisor

Summary

Join ISTA Personnel Solutions as a BPO Account Supervisor and take charge of multiple small U.S.-based client accounts. This role demands a startup mentality, requiring you to build and own each account from the ground up, defining KPIs, setting up daily structures, coaching agents, and presenting directly to clients. You will manage various small accounts, each with a limited team of agents, providing regular updates and immediate responses to U.S.A-based clients. The position necessitates a proactive and persistent approach, requiring you to handle setbacks calmly and focus on solutions. This remote role, open to South African citizens only, requires a fixed fibre line with a minimum speed of 25 Mbps and a reliable power backup solution. The work hours are aligned with U.S.A Eastern Standard Time (EST), with flexibility essential due to potential extended or shifting hours.

Requirements

• Minimum of 2 years in a Team Lead or Supervisor role within a BPO or call centre environment
• Confident communicator, calm under pressure, highly organised and resourceful
• Strong understanding of contact centre KPIs, QA processes, agent coaching, and reporting tools
• Capable of handling multiple campaigns and shifting priorities
• Proactive and persistent – someone who gets the job done even when it’s tough
• Not afraid to take ownership and think like an entrepreneur
• Professional but down-to-earth, with a focus on team and client success
• A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory
• A reliable power backup solution is required to manage load shedding and power outages

Responsibilities

• Manage various small accounts, each with a limited team of agents
• Set up and maintain operating processes, performance metrics, QA frameworks, and reporting structures
• Provide regular updates and immediate responses to U.S.A-based clients. You’ll be expected to present performance reports clearly and confidently
• Coach, support, and develop agents for peak performance
• Conduct quality checks, performance reviews, and analyze data to drive results
• Create and deliver clear, insightful reports to clients and internal stakeholders
• Handle setbacks with a calm, solutions-oriented mindset

Preferred Qualifications

Prior experience managing U.S. clients or working U.S. time zones is a strong advantage