Back Office Supervisor

Description

Job Summary: We are seeking a Back Office Supervisor to lead and coordinate administrative and operational processes, ensuring compliance with procedures and high-quality standards. Key Highlights: 1. Operational leadership over the back-office team. 2. Key impact on service efficiency and response times. 3. Professional development in leadership, processes, and continuous improvement. About the Role At **SneakBug Business Services and Operational Management**, we are looking to hire a **Back Office Supervisor** to lead and coordinate the administrative and operational processes that support customer service and daily service execution. The selected candidate will be responsible for supervising the back-office team, distributing workloads, controlling documentation, monitoring response times, and ensuring compliance with defined procedures and service-level agreements (SLAs). This role will closely collaborate with Operations, Administration, Customer Service, Commercial, Finance, and other internal departments, acting as the coordination point for requests, incidents, and more complex processes. We seek a professional with solid experience in administrative supervision, operations, or business services, capable of organizing teams, resolving contingencies, and maintaining high standards of quality and productivity. Why Join Us? **Operational Leadership:** You will have direct responsibility for organizing and managing the performance of the back-office team. **Service Impact:** Your management will be critical to ensuring appropriate response times and efficient administrative processes. **Cross-Functional Perspective:** You will work across various business areas and gain a comprehensive understanding of overall operations. **Autonomy:** We value professionals who can prioritize tasks, solve problems, and propose improvements. **Professional Development:** You will strengthen your expertise in leadership, administrative processes, KPIs, and continuous improvement. Key Responsibilities * Supervise the back-office team’s daily activities. * Assign tasks and distribute workloads. * Set priorities based on volume and criticality. * Monitor response times. * Supervise SLA compliance. * Review the quality and accuracy of processed information. * Control administrative documentation and records. * Supervise database updates. * Review requests before closure. * Manage high-complexity requests. * Coordinate incident escalations. * Follow up on pending cases. * Coordinate information with Operations and Customer Service. * Support billing processes when applicable. * Supervise data entry and validation. * Maintain updated internal procedures. * Prepare daily, weekly, and monthly reports. * Monitor productivity and quality KPIs. * Analyze root causes of recurring errors. * Implement corrective actions. * Follow up on improvement plans. * Supervise compliance with internal controls. * Coordinate activities during peak-demand periods. * Support onboarding processes for new team members. * Train and guide team members. * Provide performance feedback. * Maintain communication with supervisors. * Participate in operational meetings. * Identify automation opportunities. * Propose improvements to administrative workflows. * Coordinate implementation of new procedures. * Ensure operational continuity of the department. What We’re Looking For **Experience:** 4–7 years of experience in Back Office, Operations, Administration, Customer Service, or related fields, including experience supervising teams or processes. **Education:** Technical or university degree in Business Administration, Administrative Engineering, Commercial Engineering, Operations, or a related field. **Supervision:** Experience coordinating administrative or operational teams. **Back Office:** Knowledge of document handling, information validation, and request management. **Metrics:** Experience working with productivity, quality, and response-time KPIs. **Excel:** Intermediate or advanced proficiency in Microsoft Excel. **Organization:** Ability to manage multiple priorities and high work volumes. **Communication:** Ability to coordinate with diverse departments and provide clear instructions to the team. Preferred Qualifications * Experience in business services companies. * Power BI proficiency. * CRM experience. * Experience with Salesforce, HubSpot, Zendesk, or similar platforms. * SLA knowledge. * Quality control experience. * ERP system proficiency. * Document management experience. * Continuous improvement knowledge. * Process automation experience. * Ticketing platform proficiency. * Experience preparing productivity reports. * Basic billing knowledge. * Experience leading administrative support teams. Salary: $1\.800\.000 \- $3\.600\.000 per month Work Location: On-site employment