Supervisor, Contact Center

3 weeks 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:

  • Supervisor, Contact Center

    2 weeks ago

    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...

  • Center Supervisor

    2 weeks 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...

  • Ivr Contact Center

    4 weeks ago

    Bengaluru, Karnataka, India CGI Full time

    Company Profile: Job Title: IVR Testing with Contact Centre Position: Senior Test Engineer Experience: 9+ Years Category: Software Development/ Engineering Main location: India, Karnataka, Bangalore Position ID: J0124-1277 Employment Type: Full Time Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of...

  • Senior Contact Center Engineer

    2 weeks ago

    Bengaluru, Karnataka, India Betsol Full time

    Job Description :5+ years in contact center engineering focused on designing, implementing, and operating contact center workflows and call flows with Cisco UCCE and Five9. Indepth knowledge of Cisco UCCE architecture, components, and integration. Proficiency in Five9 administration and customization. Strong understanding of VoIP technologies, SIP, and...

  • Software Engineer- Contact Center

    4 weeks ago

    Bengaluru, India Apple Full time

    Summary:Apple is a place where extraordinary people gather to do their best work. Together we craft products and experiences people once couldn’t have imagined — and now can’t imagine living without. If you’re motivated by the idea of making a real impact, and joining a team where we pride ourselves in being one of the most diverse and inclusive...

  • Contact Center Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India Mobile Programming LLC Full time

    Job Position: Technical Lead for Contact Center SystemCompany: PorterResponsible for ensuring smooth operation and maintenance of Porter's in-house contact center system.Lead a team of engineers in managing and maintaining in-house contact center servers.Experience in contact center systems management, preferably in an in-house environment.Strong...

  • Team Supervisor Customer Care Center

    1 month ago

    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...

  • Supervisor, Contact Center

    3 weeks ago

    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...

  • Contact Center Team Lead

    4 weeks ago

    Bengaluru, India Mobile Programming LLC Full time

    Job Description :As a Technical Lead for the Contact Center System, you will be responsible for ensuring the smooth operation and maintenance of Porter's in-house contact center system. You will lead a team of engineers in managing and maintaining the in-house Contact centre servers (currently Ameyo being the vendor), which includes product...

  • Service Center Supervisor

    2 weeks ago

    Bengaluru, Karnataka, India HPE Full time

    Service Center Supervisor This role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from...

  • Service Center Supervisor

    1 month ago

    Bengaluru, Karnataka, India HPE Full time

    Service Center Supervisor This role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from...

  • Phoenix Intern

    3 weeks 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...

  • Betsol - Senior Contact Center Engineer - Five9

    3 weeks ago

    Bengaluru, India Betsol Full time

    Job Description :- 5+ years in contact center engineering focused on designing, implementing, and operating contact center workflows and call flows with Cisco UCCE and Five9.- In-depth knowledge of Cisco UCCE architecture, components, and integration.- Proficiency in Five9 administration and customization.- Strong understanding of VoIP technologies, SIP, and...

  • Genesys Cloud Consultant

    4 weeks ago

    Bengaluru, India Tech Mahindra Full time

    Job Description:Unified Communications – Consultant role for Cloud based contact center/call center technology.Primary Skills-Genesys Cloud CXGenesys Call Flow ArchitectGenesys Workforce ManagementGenesys Integrations with CRM applications like ServiceNowGenesys integration with MS TeamsIP TelephonySecondary Skills–Good to have skills on AWS platform and...

  • Genesys Cloud Consultant

    4 weeks ago

    Bengaluru, India Tech Mahindra Full time

    Job Description: Unified Communications – Consultant role for Cloud based contact center/call center technology. Primary Skills - Genesys Cloud CXGenesys Call Flow ArchitectGenesys Workforce ManagementGenesys Integrations with CRM applications like ServiceNowGenesys integration with MS TeamsIP TelephonySecondary Skills –Good to have skills on AWS...

  • Genesys Cloud Consultant

    4 weeks ago

    Bengaluru, India Tech Mahindra Full time

    Job Description: Unified Communications – Consultant role for Cloud based contact center/call center technology. Primary Skills - Genesys Cloud CX Genesys Call Flow Architect Genesys Workforce Management Genesys Integrations with CRM applications like ServiceNow Genesys integration with MS Teams IP Telephony Secondary Skills – Good to have...

  • Genesys Cloud Consultant

    1 month ago

    Bengaluru, India Tech Mahindra Full time

    Job Description: Unified Communications – Consultant role for Cloud based contact center/call center technology. Primary Skills - Genesys Cloud CXGenesys Call Flow ArchitectGenesys Workforce ManagementGenesys Integrations with CRM applications like ServiceNowGenesys integration with MS TeamsIP TelephonySecondary Skills –Good to have skills on AWS...

  • resolution specialist, contact center

    2 weeks ago

    Bengaluru, Karnataka, India Walmart Global Tech Full time

    Job Title– RESOLUTION SPECIALIST, CONTACT CENTERPosition Level– KWork Location– Bangalore10 months – 3 Yearsof relevant customer service experienc eShift : Night Shift ( Permanent )Resume shortlisted candidates will be invited for the Face to Face Interview discussion on 1st June 2024 @Bangalore Office.Please share your resumes to * * to the better...

  • Team Supervisor Customer Care Center

    2 weeks ago

    Bengaluru, Karnataka, India Hewlett Packard Full time

    Job Summary:Supervisor, Global Managed ServicesThis 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 Accountabilities:...

  • Supervisor, Contact Center

    3 weeks ago

    Bengaluru, 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...