Customer Support Supervisor/trainer

6 months ago

Ahmedabad, India Peopletree Knowledge Services Pvt Ltd Full time

**Company**:PeopleTree Knowledge Services Pvt. Ltd.
**Position: Customer Support Supervisor/Trainer**
**No. of positions**: 1
**Experience**: 4 to 7 years
**Location**: Navrangpura,**Ahmedabad - Work from Office.**
**Work week**: 5 days week - 45 hours a week
**Work Time**: US Business Hours (i.e., your shift may end by 4:30 AM or 5:30 AM IST)

**About Role-**

We are seeking a dynamic and experienced individual to join our Customer Support team as a **Supervisor/Trainer**, specifically catering to our US-based customer base. The Supervisor/Trainer will play a pivotal role in ensuring our team delivers top-notch service to our US customers and contributes to their satisfaction and loyalty.

**Requirements-**
- Proven experience of 2+ years as a **Team Leader** in a US-based Customer Support voice process is mandatory.
- Total work experience of 5+ years in a BPO or Customer Service-related field
- Fluent English language skills are essential, with the ability to communicate effectively and articulately with US customers.
- Excellent leadership qualities, with the ability to inspire and guide the team to achieve service excellence
- Strong understanding of US customer service standards and practices.
- Flexibility to work during US business hours to cater to the needs of our US-based customer base.
- Willingness to work on a rotational week off schedule (both week offs together) to ensure seamless support coverage for our US clients.

**Responsibilities-**

Your daily responsibilities will be but not limited to:

- **Supervise and Lead**: Manage a team of Customer Support Representatives responsible for addressing queries, concerns, and requests from our US-based customers.
- **Training and Development**: Conduct comprehensive training sessions to onboard new team members and continually enhance the skills of existing representatives. Focus on improving English language proficiency.
- **Performance Monitoring**: Regularly monitor and assess team performance, analyzing key metrics like call quality, average handling time, etc. Provide constructive feedback to drive continuous improvement.
- **Quality Assurance**: Implement robust quality assurance measures to maintain service excellence and compliance with US customer service standards.
- **Escalation Handling**: Assist team members in resolving escalated customer issues promptly and effectively, ensuring customer satisfaction is upheld at all times.
- **Reporting**: Generate insightful reports on team performance, training progress, and customer feedback for management review. Utilize data to identify trends and implement strategic improvements.

**Why Us?** - Glad you asked Here is why **PeopleTree is an employer of choice**:

- 5 Days working
- Hybrid Working Models
- Paid Leaves
- Gratuity at No-Cost to Employee
- Individual Medical Benefits at No-Cost to Employee
- Open Work Culture
- Continuous Learning & Growing Work Environment
- Monthly Fun Activities
- Team Celebrations
- Employee Referral Bonus Policy
- Growing and Dynamic Company, focused only on international business

**About PeopleTree-**

**PeopleTree Knowledge Services Pvt Ltd** is a mid-sized IT Services company. We collaborate with Small and Medium Businesses to
- Manage their IT and non-IT operations
- Enable them to focus on growing their business
- Help them reduce operational cost and improve bottom-line

We understand the demanding resource and capital requirements for small and medium businesses especially during growth phase. We work closely with them to understand specific business, project and resource requirements and engage trained and experienced resources to work as an extension to our clients’ teams at significantly reduced costs. We primarily serve the small and medium businesses in e-Commerce, IT services, Healthcare and Financial Services.

Follow us on **Linkedin**:
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Preferred Location: | The Job Location is Ahmedabad
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**Job Types**: Full-time, Regular / Permanent

**Benefits**:

- Health insurance
- Leave encashment
- Paid sick time
- Paid time off

Schedule:

- Evening shift
- US shift

Supplemental pay types:

- Overtime pay
- Performance bonus
- Shift allowance
- Yearly bonus

Application Question(s):

- What is your Current/Previous CTC? (Mention Specific Number)
- What is your Expected Salary per month? (Mention Specific Number)
- How soon can you join us? (within 0-15days will be preferred)
- How many years of experience do you have in Customer Support?
- Can you say you have an Excellent English Communications Skills ( Both Verbal & Written)? And Are you confident that you can interact well with US customers?
- Are you willing to work at least for 12-18 months with your new employer?
- Are you comfortable working from office in US shift timings

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