The Supervisor will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis FAO clients to ensure high levels of customer satisfaction and productivity. The person will provide support, direction, monitoring, and coaching to the assigned team in all areas of job performance, including consumer contact processing, problem resolution, and work planning. The Supervisor will work with the FAO Leads to monitor overall team performance, including achieving target transactional volume and quality measures, by the contractual and operational standards of the account. The FAO Supervisor will establish and monitor workflow efficiencies, daily work volumes, and work schedules to ensure that the company’s and customer’s goals are met. In this capacity, the FAO Supervisor will also be directly involved in handling escalated customer calls or emails and transactional activity‑related issues.

Responsibilities
- Serve as the “go‑to” person on the FAO team and the account(s) assigned,



providing support and subject matter knowledge to other team members, as required.
- Support Team Leads and Senior Agents on the escalations of questions and issues related to the processes on scope.
- Establish and administer team schedules to ensure the required coverage and service level compliance.
- Work with Team Leads to prepare service level reports, and provide daily status updates to client and Auxis management.
- Monitor team performance and ensure that the performance of all related activities is under established procedures and contractual requirements.
- Review in scope business operations and activities, and provide recommendations for improvements, to ensure high levels of customer satisfaction and service level performance.
- Work with the FAO Service Delivery Manager on the interviewing, hiring and selection of new employees for the team/Account.
- Participate, and where appropriate, lead new staff m

📌 FAO Supervisor (Bogotá)
🏢 Auxis
📍 Bogotá