Mark Kuper

As Director of Global Operations at SuperStaff, I lead teams across Colombia and the Philippines, overseeing service delivery, organizational alignment, and operational performance across multiple lines of business. My focus is on driving scalable growth, improving service outcomes, and building leadership infrastructure that supports both people and process. I bring a disciplined, people-centered approach to operations—balancing structure with agility to help teams meet performance goals while sustaining a culture of trust, accountability, and excellence. My responsibilities include full oversight of our international delivery teams, client operations strategy, KPI management, and the development of high-performing leadership talent. I work closely with cross-functional departments to ensure we remain responsive to client needs, adaptable to change, and positioned for long-term success. With over 16 years of prior leadership experience in government operations, I apply a strategic lens to every initiative—ensuring that systems are not only efficient, but sustainable. I’m passionate about building global teams that are empowered to lead, grow, and deliver consistently strong results. If you’re focused on operational transformation, global team development, or scaling client success, I’d welcome the opportunity to connect.

Leadership & Strategy: Spearheaded the development and implementation of comprehensive training programs across various functions, focusing on employee engagement, leadership development, and process improvement. Team Building & Management: Partnered with cross-functional teams to assess learning requirements and design tailored learning experiences, fostering a culture of continuous improvement and collaboration. Client Success Management: Ensured exceptional client satisfaction by aligning operational strategies with client needs, driving consistent communication, and maintaining strong client relationships. Operational Excellence: Streamlined business processes through business process automation, enhancing efficiency and productivity across the organization. Payment Management: Designed and managed the evolution of payment performance metrics in collaboration with the Product team, driving greater transparency and proactive payment optimization. Skills: Business Development, Leadership Communications, Organizational Culture, Team Motivation, Business Process Automation, Payment Performance Metrics, Customer Sucess Manager

Leadership & Coaching: Managed operations and staff, providing coaching and development opportunities to leaders within the organization. Strategic Planning: Projected and forecasted client growth, evaluated client businesses to identify opportunities for process optimization. Client Relations: Built trust and strong relationships with clients, ensuring smooth communication and seamless operations. Team Building: Conducted employee and client onboarding, creating a transparent and welcoming environment. Payment Management: Owned and maintained strong relationships with payment partners to deliver a platform that achieves payment strategy and business objectives while ensuring partner accountability. Skills: Recruiting, Operations Management, Marketing, Leadership, Training Delivery, Business Development, CRM, Management, Lead Generation, Team Management, Coaching, Communication, Employee Training, Payment Partner Relations

Leadership & Oversight: Managed an operation with 150 team members, ensuring smooth interdepartmental functions. Strategic Workforce Management: Collaborated with department heads to forecast staffing needs, call volume, and seasonal demand. Process Improvement: Developed and implemented Standard Operating Procedures (SOPs) to enhance operational efficiency. Team Building: Fostered effective communication between clients and operations through strong native English skills. Payment Management: Established and utilized reporting on operational metrics to ensure payment operations are effective, analyzing payment data to drive performance improvements. Skills: Recruiting, Operations Management, Quality Assurance, Training Delivery, Management, Lead Generation, Sales Coaching, Team Management, Coaching, Onboarding, Payment Operations Metrics

Leadership & Coordination: Coordinated operations to ensure quality assurance and training delivery across teams. Team Building: Managed team development through effective coaching and onboarding practices. Process Optimization: Implemented quality assurance protocols to maintain high operational standards. Client Success Management: Facilitated successful client onboarding and continuous support, ensuring client satisfaction and retention. Payment Management: Oversaw payment operations including transaction processing, token and account updates, and fraud prevention, ensuring accuracy, efficiency, and compliance. Skills: Recruiting, Quality Assurance, Training Delivery, Management, Team Management, Coaching, Onboarding, Payment Operations Management

Provided supervisor and management support in person and across multiple locations. Assisting team members to grow within their position, making s re compliance and workflows are understood. Created training flow and processes in the new hire training to including power points, training videos, and manuals used as a reference guides for the team members. Made sweeping changes to the paid time off benefit set up, revamping forms, processes, & procedures. Set up required training for remote new hires to make sure state compliance was being met. Hired team members and grew the operations. BPO industry, measuring performance with KPI's. Setting goals with clients, ensuring the team reaches them.

Handled all on boarding of new hire employees, setting up payroll & benefits. Develop engaging forward-thinking training delivery methods to better engage our every-evolving training audience. Yearly reviews and evaluations for the training staff, setting goals and ensuring customer needs are met.

Created monthly safety and training memos for operations. Directly and indirectly supervised a working staff of over 200 operators. Assign daily work to operators to ensure all work was covered. Daily payroll for all operators, rechecking the system to ensure 100% accuracy. Managed the operations of the division when on duty.

Oversaw the operations and made sure agents had access to everything they need to perform their duties in the call center. Tracked performance with KPI's, making sure customer satisfaction was met. Responsible for planning and developing the email calendar for the communications department. Partnered with local governments to provide RTD discount passes.