The BPO Onsite Supervisor is responsible for the direct leadership of the Parking Enforcement BPO program and supporting operational leadership across additional BPO Contact Center programs. This role ensures operational excellence, compliance, customer service delivery, and effective team performance.
HIERARCHY: The BPO Onsite Team Lead reports directly to the BPO Senior Manager who reports to the Customer Success Director who reports to the Executive Vice President CX Practice who reports to the Executive Vice President of Professional and Field Services division who reports to the Chief Executive Officer.
PRIMARY TASKS AND RESPONSIBILITIES:
- Parking Enforcement BPO Leadership (Primary Focus)
- Oversee day-to-day parking enforcement operations, ensuring accuracy and compliance
- Manage violation processing lifecycle, including printing, mailing, tracking, and document management
- Oversee customer payment processing,
including checks and money orders
- Prepare and reconcile bank deposits accurately and securely
- Operate and manage postage machines and mailing systems
- Track, analyze, and report on KPIs and operational metrics
- Ensure quality control and adherence to internal and client standards
- Train, onboard, and coach recent employees
- Establish and operationalize new parking enforcement account locations
- Drive continuous improvement initiatives for operational efficiency
BPO Contact Center Support (Secondary Focus)
- Support leadership across multiple BPO contact center programs
- Monitor staffing requirements and agent performance
- Assist with developing and managing Workforce Management (WFM) schedules
- Track and report on KPIs and SLAs
- Prepare monthly governance reports and presentations (PowerPoint)
- Assist in ensuring service delivery aligns with client expectations
Office Operational Management
- Oversee of
📌 Supervisor, BPO Services (Suri)
🏢 New Era Technology
📍 Suri
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