Back Office Supervisor

Back Office Supervisor

Role Summary

The Back Office Supervisor is responsible for leading and overseeing all back-office operations and the Credit & Collections (CC) support function. This role ensures timely, accurate completion of tasks in alignment with established SLAs and operational standards. The supervisor also develops process documentation, drives continuous improvement, and acts as a key liaison with cross-functional teams and remote management partners.

Responsibilities

• Serve as the Single Point of Contact (SPOC) for escalations related to Back Office operations.
• Oversee the daily workload, performance, and task execution of the Back Office team and ensure standardized processes across all workstreams.
• Manage and prioritize incoming tasks based on departmental requirements, assigning work effectively according to capacity and skill sets.
• Monitor the quantity and quality of back-office outputs and track tasks through completion.
• Support the El Salvador Customer Service teams (CSS, CS Ops Support) by receiving and addressing daily issues and operational queries.
• Act as the liaison between Back Office operations and the remote management team of Credit & Collections, coordinating escalations, feedback, and process alignment.
• Partner with process owners, SMEs, and cross-functional teams (CRM, Training, QA, etc.) to map processes, identify gaps, and execute improvement initiatives.
• Collaborate with CRM SMEs to address system issues and contribute to CRM enhancement opportunities that support evolving business needs.
• Conduct daily analysis of Back Office performance metrics and implement corrective actions or workflow improvements as needed.
• Prepare daily, weekly, monthly, and annual forecasts for all workgroups; validate cross-charges from US and ES teams; compare actuals vs. forecast/budget and explain variances.
• Track and report on team performance, including productivity, quality, and SLA adherence.
• Mentor, coach, and support Back Office team members to meet individual and team goals.
• Develop performance improvement and training plans to enhance team capability.
• Manage schedules, lunches, breaks, and staffing levels to ensure operational coverage.
• Oversee performance development, including disciplinary actions up to and including employment termination.
• Participate in routine CS/Ops management calls with internal stakeholders and El Salvador leadership.
• Lead creation, maintenance, and improvement of process manuals and operational guides.
• Identify ongoing opportunities to streamline workflows, enhance CRM utilization, and improve efficiency across Back Office processes.

Requirements:
• Must currently meet performance standards (metrics on goal for the past 6 months).
• No active written or verbal warnings; strong overall attendance (no unexcused absences).
• Must not be engaged in another internal selection process at the same time.
• Ability to collaborate effectively with Training, CRM-SME, and Quality teams.
• Minimum 3 years of Customer Service or CSS experience.
• Previous experience leading teams required.
• Experience in process creation or documentation is a strong plus.
• Excel proficiency (85% or higher) required.

Benefits:
40 hours per week

Life insurance 100% covered

50/50 Health insurance (optional)

50/50 Half scholarships (optional)

Annual salary appraisal

Internal savings and credits association

Christmas bonus above the law

Other benefits

If you are ready for this amazing opportunity, apply with us!