Customer Support Supervisor

Company Introduction:

• A dynamic company headquartered in Australia.
• Multi awards winner, recognized for excellence in telecommunications industry.
• Financial Times Fastest-growing Company APAC 2023.
• AFR (Australian Financial Review) Fast 100 Company 2022.
• Great promotion opportunities that acknowledge and reward your hard work.
• Young, energetic and innovative team, caring and supportive work environment.

The Opportunity:

We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Contact Centre Supervisor based in Mohali, Punjab, you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity.

In this position, you will work closely with within Interserve Customer Service Team and Inbound Sales team to support our contact centre. The Supervisor of operations will provide directions, instructions and guidance to the Customer Service Representative to achieve certain goals like Utilization, Sales and Quality. Understand the team members’ strengths, weaknesses and motivations.

The position requires you to provide extensive coaching to our contact centre agents as well as provide valuable input on processes to our operations management team.

You will also be expected to contribute with ideas for continuous organizational and employee skills development.

In this Role, you’ll get to:

• Continuously monitor the call/chat traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met.

What you’ll Need to Succeed:

• 5 years’ experience in a BPO/contact center and minimum 3 years of people management experience in a support or customer service, voice/ chat process.
• Experience in managing at least a group of 15 people in an inbound contact service or sales set up.
• Excellent English communication skills (verbal & written).
• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments.
• Must be able to handle multiple projects and effectively manage different timelines.
• Proven experience and knowledge in effective hiring, training, coaching and people management practices.
• Experience in Sale’s teams is an advantage.
• Proficiency in Microsoft products including Word, Excel and PowerPoint
• Provide constructive feedback – Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
• Doing regular audits and one on one for diligent monitoring to ensure sales and support targets are met.
• Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
• Ensure the proper and effective implementation of new and existing customer service structures & procedures.
• Understand & analyze traffic reports, proactively make suggestions for improvement.
• Monitor team attendance, document infractions and implement corrective action.
• Assist with planning/organizing the proper coverage & align staffing.
• Supervise the quality assurance process and related training of staff members to ensure quality customer service.
• Participate in recruitment activities (screening, interviewing).
• Act as a backup of Operations Manager if needed.

Job Type: Full-time

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

• Leave encashment
• Provident Fund

Experience:

• total work: 5 years (Required)

Work Location: In person