BPO Supervisor

BPO Supervisor

About the role:

The BPO Analyst is responsible for delivering outstanding support and service to clients by resolving product-related issues, coordinating with internal teams, and ensuring a seamless customer journey. This role acts as the primary contact for clients, providing first-level support, organizing product demos, and generating reports to maintain high customer satisfaction. The position requires strong communication, problem-solving abilities, and adaptability, directly impacting customer retention and overall satisfaction.

Specific Responsibilities:    

• Respond to, evaluate, troubleshoot, and prioritize incoming product-related issues; escalate to technical support as needed.

• Manage and coordinate multiple BPO processes, ensuring consistent delivery of high-quality client services, rigorous adherence to quality assurance protocols, and proactive leadership to drive team performance.

• Maintain strong working knowledge of supported products and systems; continuously enhance skills through training and improvement projects.

• Relate customer issues to business impacts; escalate critical problems appropriately.

• Collaborate with Sales, Technical Account Managers, and other departments to deliver effortless customer service and organize product demos.

• Coordinate with multiple internal teams to resolve customer issues and requests.

• Generate monthly reports and maintain satisfactory Customer Satisfaction and Net Promoter Scores.

• Support Inside Sales, Digital Lead Generation, and Ecommerce teams.

• Participate in customer calls as required.

• Strive to meet Customer Support Service Level Agreements (SLAs).

• Serve as the primary contact and provide first-level support for clients, including internal and client-facing queries.

• Collaborating with licensing team and licensed product partners to improve customer service

Knowledge/Skills/Abilities:

• Proficient verbal and written communication skills in English.

• Strong customer service orientation with emotional intelligence and excellent interpersonal skills.

• Analytical skills for research and resolution of problems in a digital environment.

• Self-motivated, able to work independently with minimal supervision.

• Adaptability to fast-changing work environments; ability to maintain performance under pressure and demonstrate patience in difficult situations.

• Organizational skills to schedule and complete multiple tasks concurrently.

• Working knowledge of various customer contact channels

• Working knowledge of business software/applications, including Zendesk, Salesforce, PowerBIand SAP.

• Ability to understand and resolve first-level queries for both internal and external clients.

• Excellent problem identification, prioritization, and solving skills.

• Strong time management skills, ability to multitask and highly organized.

• Willingness to work up to 6 days a week, including weekends and shifts.

Education/Experience:

• Bachelor’s degree

• 2-4 years’ experience in a supervisory role within a customer-facing environment

• Ability to understand & resolve 1st level queries (internal & client facing)

• Willingness to work up to 6 days/week, including weekends/shifts

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are 

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. 

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development: 
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

Experience Level

Mid Level