Global Services Spec Supervisor

Lead and manage frontline staff and supervisors to ensure timely and accurate execution of client requests.

Oversee daily operations, manage workflows, and ensure adherence to SLAs and KPIs.

Conduct RCA and performance analysis to identify trends and implement corrective actions.

Collaborate with Workforce Management (WFM) on forecasting, staffing, attendance, and shrinkage.

Recruit, hire, and evaluate team members; provide coaching, mentoring, and career development.

Drive process improvements through data insights, automation, and compliance with industry standards.

Handle escalations and collaborate with stakeholders to resolve conflicts and ensure smooth project delivery.

Organize team engagement activities and foster a high-performance, service-oriented culture.

Prepare and present weekly/monthly performance reports to leadership.

Lead or participate in special projects to support strategic initiatives and decision-making.

Required Skills:

Proven ability to lead large teams and mentor first time leaders, demonstrating strong people management capabilities.

Effectively resolve interpersonal and operational conflicts.

Assign responsibilities efficiently while ensuring accountability and ownership across team members.

Identify inefficiencies and drive the implementation of effective solutions to enhance productivity

Collaborate cross functionally and lead issue resolution with key internal and external partners

Foster continuous learning and support professional growth among team members

Promote positive and inclusive work environment encouraging team cohesion and engagement

Apply an analytical mindset and strong decision-making skills to address challenges and drive results

Proficient in analyzing KPIs and performance data.

Strong verbal/written communication and presentation skills.

Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook) and role-related systems.