Supervisor (Sme) - International Blended Process

4 months ago

Gurugram Haryana, India WM Full time

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

**I. Job Summary**
Supervises and provides leadership to direct reports. Manages work flow and assigns tasks.

**II. Essential Duties and Responsibilities**
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned and may vary by department.
- Manage a team of BPO processors into the area of Accounts payable, collections, sales as per business alignment
- Timely reporting of data, MIS and related metrics
- Assists in keeping vendor accounts updated and accurate.
- Returns or resolves quality control issues in problem queues.
- Meets or exceeds individual productivity requirements.
- Follows standard procedures and introduces all new procedures into daily routine
- Mentor the team to ensure excellence in performance and motivation levels
- Train and develop new hires to accommodate with company's standards and culture
- Maintains professional and productive relations and communications with internal customers.
- Other duties may be assigned as needed by manager.

**III. Qualifications**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A. Education/Experience:

- Education: Graduation is mandatory.
- Experience: 5 years - 7 years as Subject Matter Expert in International BPO or KPO
- Proven experience as SME (with minimum team span of 20-25)
- In-dept knowledge of performance metrics
- Actively participation in day to day production and process knowledge
- Proven experience of managing the team performance matrix & conducting the one - one discussion with team.
- Listen to team members feedback and resolve any issue or conflicts
- Conducting RCA (Root Cause Analysis) & handling escalation

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