Customer Experience Supervisor

4 months ago

Mumbai Maharashtra, India InvenTel Full time

**Summary**:
This is an in-person position, located in our office in Mumbai. 304 Mahavir Industrial Estate Cst Road Kalina Santacruz East Mumbai 98

Working hours are Monday - Friday, 8:30 AM - 5:30 PM EST.

**Key Responsibilities**:
**1. Team Leadership & Supervision**:

- Manage and motivate a team of call center agents, fostering a positive and high-performing work environment
- Set clear performance expectations, provide regular feedback, and conduct performance reviews
- Address performance concerns promptly and effectively, implementing coaching and development plans as needed
- Facilitate team meetings, huddles, and training sessions to enhance agent skills and knowledge
- Promote teamwork, collaboration, and a culture of continuous improvement

**2. Quality Assurance & Improvement**:

- Conduct regular call monitoring and evaluations using Gorgias, assessing agent performance against established quality standards and KPIs
- Provide detailed and constructive feedback to agents, focusing on both strengths and areas for development
- Identify trends and patterns in call handling and customer feedback, proactively addressing areas for improvement
- Collaborate with training and development teams to design and implement targeted coaching and training programs
- Create and maintain QA scorecards and reports, utilizing Gorgias' reporting capabilities to track and measure progress
- Contribute to the development and review of call center policies, procedures, and scripts

**3. Performance Optimization**:

- Analyze call center metrics and KPIs to identify opportunities for performance improvement
- Develop and implement strategies to enhance efficiency, productivity, and customer satisfaction
- Monitor and track the impact of quality initiatives on overall call center performance
- Stay abreast of industry best practices and emerging trends in call center management and quality assurance

**4. Gorgias Expertise**:

- Identify opportunities to leverage Gorgias' features to streamline processes and enhance efficiency
- Stay current on Gorgias updates and share relevant information with the team

**5. Attendance & Scheduling**:

- Monitor and manage agent attendance, tardiness, and adherence to break schedules
- Maintain and optimize break schedules to ensure adequate coverage and minimize service disruptions
- Address attendance and punctuality concerns in a timely and professional manner

**6. Collaboration & Communication**:

- Communicate effectively with agents, supervisors, and management, providing regular updates on performance and quality initiatives
- Participate in calibration sessions to ensure consistency in quality standards and evaluations

**Qualifications**:

- Proven experience in call center supervision or team leadership
- Strong understanding of quality assurance principles and practices
- Experience with Gorgias or a similar CRM system is preferred
- Excellent analytical, communication, and interpersonal skills
- Ability to provide constructive feedback and coaching in a positive and motivating manner
- Strong attention to detail, organizational skills, and commitment to accuracy

**Compensation**:

- Salary range based on experience and qualifications.

Schedule:

- Night shift
- US shift

Work Location: In person

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