Supervisor (PayPal)

**All interviews will be conducted remotely (online or by phone).

Pontica Solutions is an award-winning outsourcing company that specializes in delivering innovative customer experience (CX) solutions to our global clients in diverse industries such as High-Tech, FinTech, Healthcare, Games and Entertainment, E-commerce, Renewable Energy and Utilities, Logistics, and more.

Committed to excellence and continuous improvement, we transform our talent into high-quality experts, providing opportunities for learning and development, vertical and horizontal growth.

Join a global leader in digital payments and e-wallet solutions, trusted by millions of users worldwide. Our client is at the forefront of financial technology, shaping the future of secure and convenient online transactions.

Key responsibilities:

• Oversee daily operations and ensure team KPIs and SLAs are consistently met.
• Support the Team Leader by managing team schedules, capacity planning, and attendance.
• Conduct regular 1:1s, coaching sessions, and performance reviews.
• Monitor quality and productivity, providing feedback and corrective actions as needed.
• Drive a culture of accountability, teamwork, and continuous improvement.
• Collaborate with internal teams to resolve operational issues and support escalations.
• Maintain process documentation and support compliance with regulatory and client standards.
• Identify areas for operational efficiency and support the implementation of improvements.
• Foster an engaging and supportive team environment.

Requirements:

• Proven experience as a Supervisor in a BPO environment or within a FinTech company.
• Experience working with FinTech or financial services accounts, especially in risk, compliance, or KYB functions.
• Fluency in English.
• Familiarity with regulatory frameworks and evolving compliance requirements in the FinTech industry.
• Strong organizational and time management skills, with the ability to manage shifting priorities.
• Excellent written communication for documentation and internal reporting.
• Demonstrated ability to coach and develop team members in a fast-paced setting.
• Strong problem-solving and analytical thinking.
• A proactive, results-driven mindset with a focus on execution and continuous improvement.
• Collaborative and adaptable, with a strong sense of ownership and leadership.

Why Pontica Solutions ?

• An attractive remuneration + annual appraisal review. Referral bonuses.
• Standard working hours Monday-Friday.
• 20 days of paid leave per year + 5 additional + 2 days off for volunteering.
• Full training provided.
• Additional health insurance and other social benefits. Exclusive discounts & offers.
• Digital food vouchers.
• Open-minded management team promoting innovation, and personal and professional development.
• Permanent employment; full-time.