Customer Service Team Supervisor

2 days ago

Mumbai, Maharashtra, India Firstsource Full time

About Firstsource

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Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines.

Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

Career Opportunities

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We are currently looking for an experienced Customer Service Team Supervisor to join our team. As a key member of our leadership team, you will be responsible for supervising a team of customer service associates and ensuring they meet the required standards of quality and productivity.

Duties and Responsibilities

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The successful candidate will be responsible for:

  • Supervising a team of 12-20 customer service associates and motivating them to achieve their targets.
  • Consistently achieving all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
  • Floor walks regularly for at least 5 1/2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous, and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling, and organizing.
  • Strong organizational, planning, and analytical skills.
  • Basic arithmetic and statistical skills for analysis of data and generation of reports.
  • Problem-solving skills.

Key Performance Indicators

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The successful candidate will be measured on the following Key Performance Indicators:

  • Handles any escalations that an associate is unable to handle, solves process-related queries, and handles grievances.
  • Listens to calls and coaches the team to enhance performance.
  • Monitors the calls/chat taken by the associates and provides them feedback.
  • Interacts with the quality team to seek feedback on the team's performance and team quality scores.
  • Conducts monthly and confirmation appraisals for the associates by the 7th of each month and provides them feedback.
  • Prioritizes and assigns work to associates and initiates corrective measures to resolve day-to-day work-related problems including scheduling or adjusting overtime requirements, break management as necessary.
  • Devises strategies to minimize attrition & absenteeism.
  • Organizes training programs for the associates.
  • Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances, and administrative requirements.
  • Holds team briefings and de-briefings before and after each shift.
  • Organizes weekly team meetings to update the associates on any process changes, quality issues, and team SLA and KPIs.
  • Initiates and administers the rewards and recognition program for the team.
  • Organizes the monthly team outings in coordination with the associates and the team members.

Requirements

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To be considered for this role, you must have:

  • A graduate degree is required.

Compensation and Benefits

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This role comes with a competitive salary package of approximately ₹750,000 - ₹1,200,000 per annum, depending on experience, plus benefits such as health insurance, retirement savings plan, and paid time off.

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