About The Company:
ARA's Client is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain, and process expertise. The accolades It has been garnering can be attributed to their undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of their esteemed customers. It has been recently felicitated by the Economic Times as the most distinguished digital company 2015. They have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.
The Role:
As a supervisor candidate should have to manage team, manage day-to-day operations, ensure readiness to support clients, manage performance feedback and coaching for team members, Monitor and assess client calls, emails and other activities.
Key Responsibilities:
- Lead, motivate, and supervise a team of production agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
- Monitor and evaluate the performance of production agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
- Review and assess production data to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.
- Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.
- Identify training needs and assist in the development of training programs to improve the skills and knowledge of Production agents. Conduct onboarding for new hires.
- Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.
- Collect and analyze production data, including production volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
- Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
- Maintain accurate records, reports, and documentation of Production activities, including performance metrics and agent evaluations.
- Ensure compliance with industry regulations, company policies, and data security standards. Stay up-to-date with relevant laws and regulations.
Skills Required:
- Excellent written and verbal communication
- Ability to coordinate, motivate, and provide guidance to the teams.
- The ability to analyze, prioritize, and minimize the amount of risk an initiative,
- program, or project may cause.
- The ability to identify and address potential issues, keep up with technology, and improve software quality.
- The ability to prioritize tasks and meet delivery deadlines.
- Should possess excellent presentation skills. Should be able to provide status update on
Qualifications & Experience:
- Any Graduate
- At least 3-5 years of working in customer service, a supervisory role, or in a back office is required.
