Leading the Future of Service in Digital Insurance In the fast-moving world of BPO and digital insurance, this role offers the perfect policy for work-life balance. Protect your personal time like a premium asset while growing your career in a thriving, future-proof sector. Job Description As a Supervisor BPO , you will lead and mentor a team of Customer Service Representatives, driving performance through coaching, monitoring, and process improvements. You’ll collaborate with leadership to implement strategies, optimize workflows, and ensure exceptional customer experiences in the digital insurance space. Job Overview Employment type: Indefinite term type contract Shift: Monday to Friday, 09:00 AM – 06:00 PM EST 5 days work week Indefinite term type contract 20 vacation days in total (5 extra vacation leaves) Fully-customized Emapta laptop and peripherals Direct exposure to our clients Diverse and supportive work environment Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar ) The Qualifications We Seek Experience: 2+ years of successful experience in a customer service management role within a contact center . Prior BPO experience servicing US-based customers is a plus, but not mandatory. Skills: Fluent in English – Full Professional level Demonstrated ability to develop and motivate team members. Exceptional organizational and communication skills. Proficient in interpreting data from call center reports, analytics dashboards, and other sources to identify performance trends. Highly detail-oriented with the ability to effectively manage multiple priorities. Proactive in identifying opportunities for personnel and process improvement, with the ability to formulate and implement action plans. Preferred Background Experience conducting coaching sessions and one-on-one processes. Experience with real-time monitoring processes. Experience managing weekly call reviews for each team member. Your Daily Tasks Mentor CSRs, supporting both their professional and personal growth. Lead team meetings and conduct developmental exercises. Conduct coaching and customer service/advocacy sessions to enhance professional skills. Facilitate weekly call reviews and monthly one-on-one sessions with each team member. Performance Management & Accountability: Ensure CSRs meet departmental performance metrics through shadowing, active call monitoring, and coaching. Proactively identify areas for improvement through investigation. Operational Excellence: Work closely with the Matic Customer Service Leadership Team to refine processes and implement new initiatives. Provide daily and real-time monitoring of work queues and schedules to optimize capacity and improve customer outcomes. Hiring: Conduct interviews for new CSRs at your assigned location. About the Client Our client, Matic Insurance Services, Inc., is a leading digital insurance agency that integrates home and auto insurance solutions directly into ownership experiences . Partnering with over 40 A-rated carriers, they deliver an unbiased approach to finding the best coverage for customers. With a culture that values transparency, quality, and fun, Matic Insurance Services, Inc. has earned multiple industry awards and a reputation for exceptional service. They combine cutting-edge technology with human expertise to simplify the insurance process, making them a standout in the industry. Your Future Team at Emapta Latam Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 1,000 clients worldwide and a team of over 10,000 talented professionals , Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported. # EmaptaEra Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Customer Service Industries Insurance Referrals increase your chances of interviewing at Emapta Global by 2x Bogota, D.C., Capital District, Colombia 3 weeks ago Bogota, D.C., Capital District, Colombia 3 days ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 2 days ago Bogota, D.C., Capital District, Colombia 5 days ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 2 days ago Bogota, D.C., Capital District, Colombia 2 weeks ago Chapinero, Capital District, Colombia 4 days ago Bogota, D.C., Capital District, Colombia 3 months ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 6 months ago Bogota, D.C., Capital District, Colombia 4 months ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 3 weeks ago Bogota, D.C., Capital District, Colombia 4 days ago Bogota, D.C., Capital District, Colombia 4 days ago Customer Service Representative Back office Bogota, D.C., Capital District, Colombia 3 days ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 1 month ago Bogota, D.C., Capital District, Colombia 1 month ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 1 month ago Bogota, D.C., Capital District, Colombia 5 months ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 1 month ago Bogota, D.C., Capital District, Colombia 1 week ago Bogota, D.C., Capital District, Colombia 4 months ago Chapinero, Capital District, Colombia 4 days ago We’re unlocking community knowledge in a new way. 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