Supervisor Call Center Operations

2 weeks ago

Bengaluru, Karnataka, India Zevas Communications Full time

Supervisor OperationsAre you positive motivated and ready to learn in a fast-paced environment This is an opportunity to work in a friendly atmosphere be recognized for your success and make a difference At ResultsCX we are focused on providing exceptional customer service to our clients and making the communities we live and work in a better place to be The Supervisor Operations provides world-class support to the call center agents and our clients customers as well as consistently driving to exceed performance targets In this role you will support and develop ResultsCX Associates by providing and delivering a best-in-class level of coaching in areas of call center performance customer service technology and professional development We expect greater of ourselves Whats Your Greater Come find it at ResultsCX 5 years of experience into BPO with exposure into UK US Banking Financial Services with minimum 1 year of experience in Team handling In this role you will Coaching Feedback Provide regular coaching and feedback to team members helping them improve their performance and customer service skills Support skill development through training and one-on-one sessionsTeam Handling Ability to manage and motivate a team of chat associates ensuring they meet performance metrics SLAs and quality standards Performance Management Track and evaluate individual and team performance against key performance indicators KPIs such as response time customer satisfaction CSAT first-contact resolution and adherence to SLAs We are looking for someone who has Educational Background Graduate in Commerce Work Experience 5 years of experience into BPO with exposure into UK US Banking Financial Services with minimum 1 year of experience in Team handling Communication Skills Excellent verbal and written communication skills Domain Knowledge Excellent knowledge about Banking operations KYC Payment Remittance process Customer Experience Excellent customer service skills and ability to manage difficult or irate customers to ensure a positive resolution Analytical Skills Strong analytical skills with attention to details Should be able to review errors analyze and provide effective action plan About ResultsCXResultsCX is a premier customer experience partner to Fortune 100 and 500 companies We design build and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow while improving efficiency and reducing costs ResultsCXs 30 -year track record for reimagining the customer experience to meet consumers evolving expectations has driven growth to more than 20 geographic hubs and approximately 20 000 colleagues worldwide Our core expertise extends to actionable analytics contact center as a service CCaaS and our own SupportPredict AI-powered digital experience platform Our strength lies in exceptional individuals working together in a high-performing fun culture to deliver next-generation customer experiences on behalf of our clients ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race color religion national origin sex sexual orientation gender identity age disability veteran status or any other protected factors under federal state or local law

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