Exciting Career Opportunity Alert!
Global Strategic is on the lookout for a talented Supervisor to join our dynamic team. If you're a natural leader with a passion for driving results and inspiring others, this is your chance to shine!
Why join us
- Lead a dedicated team in a thriving environment
- Be part of a global company with growth opportunities
- Make a real impact with your skills and expertise
If you are interested in applying, send your resume to [Confidential Information].
Responsibilities:
- Review and monitor the daily activities and performance of the team, including attendance, customer support coverage, client procedures, and adherence to quality standards
- Track, report, and maintain quality, attendance, productivity, and service measures to ensure alignment with company goals and client requirements
- Ensure that the team meets client metric obligations and delivers exceptional service to customers
- Handle escalated client concerns as needed, providing timely and effective resolutions to maintain client satisfaction
- Report/notify the Operations Manager daily of any issues arising from clients or employees and collaborate on solutions to address them promptly
- Monitor daily performance for quality standards and provide constructive feedback to support continuous improvement
- Support training programs and coach associates to enhance their skills and performance
- Conduct performance reviews, providing feedback and implementing corrective action as necessary to address performance gaps
- Administer the performance evaluation process and administer progressive discipline as needed to maintain team performance standards
- Attend client meetings, gather feedback, and provide recommendations for program and call center improvements to enenhance service delivery and customer satisfaction
Requirements
- Bachelor's degree
- Proven experience as a Call Center Team Lead/QA/Supervisor or similar role in a fast-paced BPO environment
- Excellent leadership, communication, and interpersonal skills
- Strong analytical skills with the ability to track, analyze, and interpret performance metrics
- Ability to handle escalated client calls and resolve issues effectively
- Experience in conducting performance evaluations, providing feedback, and implementing corrective action
