Supervisor, Customer Care, Non-voice

4 weeks ago

Indore Madhya Pradesh, India Continuum Global Solutions Full time

Indore, MP, IN**Description**:

- At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.- Do you have a strong command of and understanding of **Operations Functions**? Are you one **that AIMS HIGHER. REACHES FARTHER** to achieve your targets? Can you **ACT BOLD.BE PASSIONATE** with a problem-solving mindset? Can you **BE ONE. HELP MANY** in a way that provides a positive experience? Do you want to **BE DIFFERENT.BE YOU** and **LEARN MORE.TAKE ACTION?**

**JOIN OUR TEAM TODAY**

**Job Summary**
- As **_Supervisor Operations_**, you will be responsible for leading and managing the team to drive daily production, ensure best in class quality and CSAT thereby oversee day to day operations. The role will involve responsibility to critically analyze information, monitor and manage performance. It would need one to drive continuous improvement towards meeting and exceeding targets. Generate and present reports relating to team and business performance. Provide coaching and feedback to the team specifically on process with CSAT and efficiency as key parameters. Review quality feedback and drive the team towards best quality and containing escalations. Work with other operational and support functions and make sure that the work is in smooth flow.**Position**:This position requires one to work **Onsite**

**Onsite Address**: 3F, Brilliant Platina, Plot No.8, Sch. No.78, Indore, India, Madhya Pradesh.**Role Reports into**:Manager, Operations**Responsibilities**:

- Responsible for the operational, on-site delivery of outsourcing, management to end user.
- Activities involve maintaining contracted service levels resulting in customer satisfaction.
- Maintaining customer relationships, and contract commitments delivered within cost targets.
- Manages a team of 30 - 35 Employees with focus on planning, work-load balancing, back-up planning, resource allocation, escalation management and Client Management.
- Accountable for consistency of outputs both in terms of quality and timeliness.
- Responsible for understanding the client sensitivity and exhibit commitment.
- Taking complete responsibility for driving all internal KPIs considering the business requirements
- Having a proven track record of driving results supervising all operational, KPI and KRA’s tasks
- Would be handling and managing client SLAs and escalations.
- Maintaining quality and ensuring that team metrics/KPIs are met.
- Co-ordinate all operational activities associated with team handling and managing.
- Should be able to prepare monthly and annual performance reports, monthly KPI’s for the team.
- Timely identification, validation, and communication of control deficiencies.
- Development of remediation plans in collaboration with the process/control owners,
- Assisting in development and implementation of new procedures and features to enhance the workflow of the operations tasks.
- Identify, assess, and assist in selection of resources, and ensure role alignment of individuals.
- Lead, mentor, and coach junior team members, enabling them to meet their performance goals and act as a role model.
- Identify changes to long term resource needs and implement appropriate actions. Manage personnel, facilitate performance assessments, and conduct feedback sessions.

**Additional Requirements: Job Knowledge, Skills, and Qualifications**:

- Willing to work during US timings (NIGHT SHIFTS)
- Willingness to demonstrate flexibility as per business requirement.
- Same Industry experience required/preferred.
- Min 1 year of experience working supervisory role in Operations.
- Excellent written & verbal communication
- Validation of System posting quality assurance and review & improvement of operation process
- Ready to work in the US shift timings to support international business.
- Have experience of team handling.
- Clear background

**Benefits and Perks**:

- Competitive pay based on experience + performance-based incentives
- Fun work environment, seasonal festivals - Bonanza
- Stable, full-time employment
- Company paid health & life insurance benefits.
- Opportunity for professional development

**About Continuum Global Solutions, LLC**
- Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

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