Supervisor

Firstsource

Remote
Remote
Call center team leadership
Customer service associate supervision
Performance monitoring and feedback
Manage day-to-day operations of one or more call center teams, ensuring customers receive a high level of service

Job Summary

  • Manage day-to-day operations of one or more call center teams, ensuring customers receive a high level of service.
  • Lead a team of 12-20 customer service associates, motivating them to achieve team SLAs and consistently meeting client KPIs and SLAs.
  • Conduct regular floor walks, handle escalations, provide coaching based on call monitoring, and interact with quality teams for performance feedback.

Matching Summary

Manage day-to-day operations of one or more call center teams, ensuring customers receive a high level of service.

Skills & Requirements

Must-have

  • Call center team leadership
  • Customer service associate supervision
  • Performance monitoring and feedback
  • Escalation handling
  • Quality parameter adherence

Nice-to-have

  • Mentoring and coaching skills
  • Rewards and recognition programs
  • Team building activities
  • Collaborative and consultative approach
  • Achievement oriented

Key Requirements

  • 1-2 years supervisory experience
  • Previous healthcare call center experience
  • Excellent MS Office and Excel skills
  • Basic arithmetic and statistical skills

Work Rights

Not specified

Tailored Resume

Cover Letter