Customer Service Team Supervisor
1 week ago
Job Description:
We are seeking a skilled Customer Service Team Supervisor to join our team at Firstsource Ltd. As a key member of our leadership recruiting team, you will be responsible for leading a team of customer service associates and motivating them to achieve the team's SLA.
Responsibilities:
- Lead a team of 12-20 customer service associates and motivate them to achieve the team's SLA.
- Consistently achieve all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
- Floorwalks regularly for at least 5 ½ 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.
Key Performance Indicators:
- Handle any escalations that an associate is unable to handle, solve process-related queries, and handle grievances.
- Listen to calls and coach the team to enhance performance.
- Monitor the calls/chat taken by the associates and provide feedback.
- Interact with the quality team to seek feedback on the team's performance and team quality scores.
- Conduct monthly and confirmation appraisals for the associates by the 7th of each month and provide feedback.
- Prioritize and assign work to associates and initiate 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.
- Organize training programs for the associates.
- Interact 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.
- Hold team briefing and de-briefings before and after each shift.
- Organize weekly team meetings to update the associates on any process changes, quality issues, and team SLA and KPIs.
- Initiate and administer the rewards and recognition program for the team.
- Organize the monthly team outings in coordination with the associates and the team members.
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