Supervisor (Call Center)

Summary

Oversee activities of his/her team and hence of Contact Center in their respective shifts to ensure quality performance and smooth operation.

Reporting Relationship

The person will report to Lead Supervisor Operations/Manager.

Responsibilities

· To communicate the company’s vision, purpose, core values to the grass root level employees.

· To implement the policies of H-tech solutions in his / her respective team.

· To be able to handle employee concerns and provide conflict resolution. To address all employees’ grievances.

• To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
• To speak in an accent that is fully understood and appreciated by the consumer
• To completely understand consumer language and accent and respond to his/her questions in the best possible manner
• To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.
• To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
• To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
• To have extensive exposure to and firsthand knowledge of the relevant culture names addresses and language.
• To have knowledge regarding efficient usage of software for data entry and/or searching.
• Product knowledge and FAQs.
• Knowledge of the processes outlined for:
• Case Handling
• Call backs
• Escalations
• Forwarding
• Reporting / Data Logging

· To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.

· To create a sense of ownership among the employees.

· Conduct weekly call monitoring and coaching of Customer Support Executives.

· Team member’s development through additional training and goal setting as identified.

· To make sure that the employees are following the schedule properly.

· Maintain accurate agent performance stats and reports.

· To identify and foresee problems in the existing system and come up with solutions and improvements in the system.

· To improve and facilitate team work and coordination through effective communication within the team.

· Take escalation calls when needed and promote exceptional customer service by provide first hand resolution

· To promote professionalism in the call center environment.

· Proficient in the use of Microsoft Office Suite.

· To manage the décor and cleanliness of the call center.

· Other related job responsibilities as assigned by Call Center Management.

Authority

• To resolve any/all employee concerns according to H-tech policies and procedures
• To escalate any/all unresolved employee concerns to the relevant authorities following the escalation process
• To guide and console agent following company guidelines
• To take defined corrective action against any misconduct

· To resolve conflicts according to company guidelines

Reports

· Statistical data to analyze team’s performance

· Analytical view of team’s KPIs and trends

· Root cause Analysis of challenges and their action taken

Education

· Education: Bachelor’s Degree

Experience

· At least 2- year banking call center experience and overall, 3 year Call center experience, field involved customer services representatives in different shifts and proven track record of quality service to customers on schedule.

Job Type: Full-time

Experience:

• call center: 3 years (Required)

Work Location: In person