Bpo Supervisor

11 hours ago

Chennai, India NTT DATA Full time

Nature of Work

Accountable for the day-to-day Contact center multi-channel Operations of Life Insurance products - managing processes, improvement programs and initiatives.

Manages a staff of professional level team members supporting Contact center channels

Defines roles and responsibilities.

Contributes to standards around which others will operate.

Establishes and influences operating policies.

Plans for a customer service future needs and operations.

Leads program execution.

Contributes to policy/ program development.

Manages impacts of Contact center functions
- Training, WFM, Quality, MIS, Analytics, Talent Management, and IT

Manages time of the team and costs as applicable

**Leadership**:
Provides direct support and technical advice, should support on customer Escalations.

Adapts communication techniques for audiences at various internal/external levels.

Counsels and motivates team members on performance.

Frequent contact with internal and external contacts at various management levels to obtain and allocate resources and complete specific phases of projects.

Builds cross-functional partnerships.

Identifies business opportunities.

Assumes responsibility to interact with Clients on performance and drivers to change

**Key Differentiators**:
Involved in developing, implementing, and managing Customer services areas of support programs, training and operations.

Organizes cross-functional work teams, applies professional project management skills, and provides team leadership to obtain project goals and objectives.

Establishes operational objectives and assignments, and delegates assignments to subordinate leaders.

Experience - Functional/Leadership

4-5 years of relevant Customer Service experience or equivalent combination of education and work experience

1+ years managerial/leadership experience

Managerial/Leadership experience in a Chat support process is mandatory.

Required schedule availability for this position is Monday-Saturday (6.00 PM to 4.00 AM IST). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime basis business requirement.

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