Job description
Are you a proven Team Lead or Supervisor in the BPO space, ready to take the next big step in your career?
ISTA Personnel Solutions is looking for an BPO Account Supervisor to run and grow multiple small U.S.A-based client accounts. This is not your typical account supervisor role — you’ll be at the heart of the operation, building and owning each account like a startup. From defining KPIs and setting up daily structures, to coaching agents and presenting directly to clients, your impact will be hands-on and immediate.
This role is fast-paced and demanding, but if you’re hungry for growth, capable under pressure, and have a no-excuses attitude, it offers a real opportunity to shape your future.
- Working Hours: Aligned with U.S.A Eastern Standard Time (EST). Flexibility is essential as accounts may require extended or shifting hours depending on client needs.
- Work Environment: This is a remote role for South African Citizens only.
- 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:
- Account Ownership: Manage various small accounts, each with a limited team of agents.
- Startup Mentality: Set up and maintain operating processes, performance metrics, QA frameworks, and reporting structures.
- Client Communication: Provide regular updates and immediate responses to U.S.A-based clients. You’ll be expected to present performance reports clearly and confidently.
- Agent Management: Coach, support, and develop agents for peak performance.
- Performance Tracking: Conduct quality checks, performance reviews, and analyze data to drive results.
- Reporting: Create and deliver clear, insightful reports to clients and internal stakeholders.
- Problem Solving: Handle setbacks with a calm, solutions-oriented mindset.
Experience:
- Minimum of 2 years in a Team Lead or Supervisor role within a BPO or call centre environment.
- Prior experience managing U.S. clients or working U.S. time zones is a strong advantage.
Skills:
- 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.
Attitude:
- 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.
If you are not contacted within 14 working days, please consider your application unsuccessful.
