Customer Service Domestic Voice Supervisor-BPS

Role

Reports into

Job Responsibilities

Ensure timely escalation of operational risks to management by assessing the severity and potential impact of issues encountered.

Develop and implement comprehensive training plans for staff, ensuring that all team members are equipped with the necessary skills and knowledge.

Conduct daily huddles to communicate priorities, address concerns, and foster a cohesive team environment.

Participate actively in monthly documented Quality Control Meetings (QCMs) to ensure adherence to operational standards.

Monitor team productivity closely and provide feedback or corrective actions as necessary to maintain high performance levels.

Facilitate and contribute to team meetings, promoting open communication and collaboration among team members.

Evaluate the effectiveness of training programs and report findings to management, making recommendations for improvements.

Ensure adherence to resolution expectations, providing direction and support to team members to achieve desired outcomes.

Identify patterns or trends in operational issues and recommend solutions to prevent recurrence.

Maintain a clear understanding of company policies and procedures to guide decision-making processes.

Job Responsibilities

Experience with crisis management and the ability to remain calm under pressure, making sound decisions swiftly.

Familiarity with investigative processes and the ability to liaise effectively with other units for issue resolution.

Criteria

Bachelors degree in a relevant field.

8 - 10 years of experience in a similar role, demonstrating strong people management skills.

Proven track record of developing and implementing successful training programs.

Excellent communication skills, both verbal and written.

Criteria

Experience in the financial technology industry.

Certification in risk management or a related field.

Shifts timings:

Week Off :

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