About the job

Job Title: Supervisor (Team Leader)

Location: Louisville, Louisville (Lateral)

Job Summary:

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.

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.

Mandatory Skills:

• Proven experience in a supervisory role within the BPO/KPO/Call Centre industry.

• Strong knowledge of Supervisory Coordination and Task Execution principles.

• Excellent communication and interpersonal skills, with the ability to motivate and lead a diverse team.

• Ability to analyze data and make informed decisions to drive team performance.

• Proficient in using performance management tools and software.

Preferred Skills:

• Experience with process improvement methodologies such as Six Sigma or Lean.

• Familiarity with customer relationship management (CRM) systems.

• Knowledge of workforce management tools and techniques.

• 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.

If you are a results-driven leader with a passion for excellence in service delivery, we invite you to apply for the Supervisor (Team Leader) position. Join our team and contribute to our mission of providing outstanding customer experiences.