Supervisor

About the role

We are seeking a dedicated and experienced Supervisor (Team Leader) to oversee our operations in the BPO/KPO/Call Centre/Business Process Management industry. The ideal candidate will possess strong Supervisory Coordination and Task Execution skills, ensuring that team objectives are met efficiently and effectively. This role requires a proactive leader who can motivate and guide team members while maintaining high standards of service delivery.

Location: Louisville, Louisville (Lateral)

Responsibilities

• Lead and manage a team of customer service representatives, ensuring adherence to company policies and procedures.
• Coordinate daily operations, including task assignments, performance monitoring, and workflow management.
• Implement training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Resolve escalated customer issues and ensure timely and effective solutions are provided.
• Analyze team performance metrics and develop strategies to improve efficiency and productivity.
• Collaborate with other departments to align team goals with organizational objectives.
• Prepare and present reports on team performance and operational challenges to upper management.
• Ensure compliance with industry regulations and company standards.

Skills

• Mandatory: Proven experience in a supervisory role within the BPO/KPO/Call Centre industry.
• Mandatory: Strong knowledge of Supervisory Coordination and Task Execution principles.
• Mandatory: Excellent communication and interpersonal skills, with the ability to motivate and lead a diverse team.
• Mandatory: Ability to analyze data and make informed decisions to drive team performance.
• Mandatory: Proficient in using performance management tools and software.
• Preferred: Experience with process improvement methodologies such as Six Sigma or Lean.
• Preferred: Familiarity with customer relationship management (CRM) systems.
• Preferred: Knowledge of workforce management tools and techniques.
• Preferred: Ability to adapt to changing business needs and work in a fast-paced environment.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 3 years of experience in a supervisory role in the BPO/KPO/Call Centre industry.
• Demonstrated ability to lead teams and manage multiple tasks simultaneously.
• Strong problem-solving skills and a customer-focused mindset.