Supervisor, Contact Center

6 months ago


Bengaluru Karnataka, India Herbalife Full time

Overview:
** STATEMEN**

The Associate Services Supervisor position supports Herbalife’s Vision, Mission and Values through excellent and professional customer service by assisting frontline officers and Associates with all business inquiries. The position is responsible for accepting inbound calls from agents and Associates. Associate Associate Services Supervisor is also responsible for making outbound calls to assist with the completion of incoming calls. All calls are entered and tracked on the Herbalife Contact Management (HCM). Handles escalated calls and takes full ownership of inquiries through troubleshooting, researching, decision-making and follow-up. Supports department projects related to process improvements, staff development and work efficiencies. Supports the Herbalife philosophy by promoting new products, sales tools and marketing campaigns. Possesses excellent knowledge of Herbalife marketing plan, product information and Sales and Communication information.

**ORGANIZATIONAL RELATIONSHIPS**

Interacts with all levels throughout organization; Associates, Customers, and vendors.

**DETAILED RESPONSIBILITIES/DUTIES**:
1. Aware of and adheres to all expectations as stated in Employee Handbook and Departmental Guidelines for Associate Services. Familiar with Associate/Preferred Customers goals and business needs.

2. Proactively identifies issues and is comfortable in taking reasonable risks outside the confines of the current job. Seeks opportunities to help others and is proactive rather than reactive.

3. Proactively provides timely responses to all assigned responsibilities and requests. Actively seeks opportunity to provide feedback independently and when requested. Cooperatively organizes work assignments and accepts alterations to meet organizations needs.

4. Demonstrates empathy and understanding when following through on Associate inquiries. Pays attention to details and gathers all relevant information to ensure accurate response and effective follow-up. Demonstrates commitment to the Associate by confirming agreement of the resolution that is best for the customer.

5. Actively listens to the caller’s questions and digest the information before responding. Uses both open-end-and close-ended questions to gain further understating of the issue at hand. Responds to the caller with confidence to reassure the caller that the information being provided is accurate.

decisions using escalation methods to find appropriate solution.

7. Adheres to the Career manual policies and is able to accurately guide Associates to make sound business decisions. Embraces and accurately promotes company events, promotions and product campaigns. Identifies and seizes negative situations and takes appropriate actions to resolve and/or escalate them to promote positive outcome.

8. Responds to agent and Associate needs by being available on the Helpdesk Skill set to answer incoming questions supporting First Call Resolutions for Associates and agents. Is able to provide quick answers to general Helpdesk Skill set inquiries and is able to direct agents to specific links or Associate websites to find the answer.

9. Meets Quality/ATT/Hold target for all the calls handled and ensures high quality of service to associates and preferred customers.

**MINIMUM QUALIFICATIONS**:
Skills/Education/Experience:

- 5 - 7 years of customer services skills and minimum 2 years in a team handling role
- Strong customer quality and results orientation skills
- Excellent verbal, written and comprehensive skills
- Ability to adapt and learn new systems/technologies
- Ability to function as an individual and a team member
- Proficiency in MS Office Suite (Excel, Word and Outlook)
- Ability to type 40 wpm
- Ability to organize workload for effective implementation
- Strong customer and results orientation
- Ability to interact effectively at all levels with sensitivity to cultural diversity
- Ability to adapt as the external environment and organization evolves
- Ability to handle daily operations effectively
- Work closely with the team, motivating and coaching them
- Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members

Qualifications:



  • Bengaluru, Karnataka, India Herbalife Full time

    Overview: ** STATEMENT** The Associate Services Supervisor position supports Herbalife’s Vision, Mission and Values through excellent and professional customer service by assisting frontline officers and Associates with all business inquiries. The position is responsible for accepting inbound calls from agents and Associates. Associate Associate Services...

  • Contact Center Agent

    1 month ago


    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Skill - Contact Center Agent Grade-BPO 1/2/3 Location - Bangalore - 1) 1- 3 years of Previous experience in contact center / helpdesk1). 2) Excellent Communication Skills. 3) Excellent listener and empathetic communicator (oral & written) 4) Experience in HR helpdesk would be an added advantage 6) Experience in managing HR transactions with high accuracy,...

  • Contact Center Agent

    1 month ago


    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Skill - Contact Center Agent Grade - BPO1/2/3/4/5 Location - Bangalore "1)5 -8 years of Previous experience in contact center / helpdesk1). 2) Excellent Communication Skills. 3) Excellent listener and empathetic communicator (oral & written) 4) Experience in HR helpdesk would be an added advantage 6) Experience in managing HR transactions with high...

  • Center Supervisor

    6 months ago


    Bengaluru, India BHIVE Workspace Full time

    BHIVE Workspace - Bengaluru - Referral Category: Category 5 - 2 - 3 Years - **Role**: Center Supervisor **Experience Range**: 2 - 4 years experience in coworking, hospitality or facility management is preferred **Qualification**:12th pass, ITI or a diploma in a related field **Interview Process**: Applicant questionnaire > Assessment > Face to Face Rounds...


  • Bengaluru, India RSM Delivery Center Private Limited (India) Full time

    We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll...


  • Bengaluru, Karnataka, India ResultsCX Full time

    **Description** **Supervisor, Operations** Are you positive, motivated, and ready to learn in a fast-paced environment? This is an opportunity to work in a friendly atmosphere, be recognized for your success, and make a difference. At ResultsCX, we are focused on providing exceptional customer service to our clients and making the communities we live and...


  • Bengaluru, Karnataka, India Anker Innovations DMCC Full time

    Call Center Supervisor - Anker Innovations **Position Overview**: Anker Innovations is seeking native Hindi speakers who are also fluent in English to join our dynamic customer service team. As a Call Center Supervisor, you will be adept at handling customer queries and possess strong call center experience. This role requires a confident individual with...


  • Bengaluru, Karnataka, India Wipro Limited Full time

    Bengaluru, India - GSH - 3115919 **Job Description**: - Job DescriptionThis is an offshore role in Bangalore for the Solution architect. The role would be part of the Network Practice team of CIS for Transformation & managed services solutioning **Key Responsibilities**: - Supporting the Sales team in managing and maximizing customer relationships -...


  • Bengaluru, Karnataka, India Tech Holding Full time

    **About us**: Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients. Our founders and team members have industry experience and have held senior positions in a wide...


  • Bengaluru, Karnataka, India Hewlett Packard Full time

    **Job Summary**: **Supervisor, Global Managed Services** This position is with the Poly Managed Services team, Customer management center, located in Bangalore, India. This position is for a Technical Support Supervisor, working in the Customer Management Center which is a 24 x 7 x 365 Global Video Network Operations Center. **Major Responsibilities and...


  • Bengaluru, Karnataka, India Hiretek Full time

    About HiretekHiretek is a leading organization in the field of Contact Center AI, committed to delivering innovative solutions that transform customer experiences.Job Summary:We are seeking an experienced AI Contact Center Specialist to join our team. As a key member of our engineering team, you will play a critical role in designing, developing, and...


  • Bengaluru Rural, India Shobiz Experiential Communications Pvt Ltd Full time

    Contact Center Manager Position at Shobiz Experiential Communications Pvt LtdAbout the Role:We are seeking an experienced Contact Center Manager to join our team at Shobiz Experiential Communications Pvt Ltd. As a Contact Center Manager, you will be responsible for ensuring a professional and service-oriented work environment by monitoring employee...


  • Bengaluru, Karnataka, India IEEE Corporate Full time

    **Job Summary** **Key Responsibilities (**_Specific duties include, but are not limited to;_**)** - Receive research and respond to member and customer inquiries, regarding membership, single sale orders, subscriptions, society membership, services, benefits, and status. - Process membership renewals and provide information to members as requested. - Manage...


  • Bengaluru, Karnataka, India Herbalife Full time

    Overview: ** STATEMEN** The Associate Services Senior officer position supports Herbalife’s Vision, Mission and Values through excellent and professional customer service by assisting frontline officers and Associates with all business inquiries. The position is responsible for accepting inbound calls from agents and Associates. Associate Services...


  • Bengaluru, India SINCERA CONSULTING INDIA PRIVATE LIMITED Full time

    Description : - Cisco Contact Center troubleshooting faults and interfacing with external vendors as well as internal Capgemini engagement representatives.- Gather, Understand and Successfully Translate business requirements into technical specifications.- Ready to work in rotational US Shifts.- Flexible work schedule to handle emergency outage or other...


  • Bengaluru, Karnataka, India Han Digital Solution (P) Ltd Full time

    Job Title: Contact Center AI ArchitectAbout the Role: We are seeking an experienced AI Architect to lead the development and implementation of AI-driven solutions for our contact center. As a key member of our team, you will design and architect large-scale AI solutions to improve efficiency, customer satisfaction, and operational performance.Key...

  • Solution Architect

    2 months ago


    Bengaluru, Karnataka, India Ericsson Full time

    **Join our Team**: **About this opportunity**: The Solutions Architect level of resource will play a critical role in defining, developing, and designing new functionality, services, and solutions for the Contract Centre Ecosystem. Based on Customer demand and to ensure that the solution end user and customer experience solutions can often require...


  • Bengaluru, India Han Digital Solution (P) Ltd Full time

    Job Description :- Develop and implement AI-driven solutions for contact centers, focusing on improving efficiency, customer satisfaction, and overall operational performance.- Oversee the development and deployment of AI models and algorithms tailored to specific contact center use cases, such as natural language processing, machine learning, and predictive...

  • Phoenix Intern

    6 months ago


    Bengaluru, Karnataka, India Myntra.com Full time

    **Role : Phoenix Intern - Fraud prevention agent** **Team : Contact Center** **Location : Bengaluru** **Type : Internship** **Duration: 6 months** **JOB DESCRIPTION** **About Phoenix** Phoenix is Myntra’s initiative specifically designed to offer a launchpad to women on career break. It is a six month internship that ensures a conducive environment...

  • Care Center Supervisor

    4 months ago


    Bengaluru, Karnataka, India Hewlett Packard Full time

    HP is the world’s leading personal systems and printing company, we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives. We are looking for visionaries, like...