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Frontline Supervisor Jobs

Informatica Business Solutions Pvt Ltd
Job Shared by MonsterIndia
Job Description

Position Summary:
The Call Triage Center/ L0 team supervisor will serve a critical role in managing the overall functioning of the night shift hours in Informatica Global Customer Support organization. The target is to ensure excellent service standards and maintain high customer satisfaction as well as ensuring the team members are motivated. The supervisor will work with different COEs in delivering the call quality and administration work of the GCS systems and processes
The tech must be able to work in a high technology environment and be aligned to the US time zones. The person is expected to work primarily US hours including PST.
Duties and Responsibilities:
  • Delegate and assign the work as per the priority and ensure that each team member performs his/her duties as per the required standards in terms of quality
  • Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner.
  • Monitor and coach team members on voice and email skills
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Report on team performance based on KPIs and provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
  • Responds to and resolves issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Assists the manager with daily operation of the team to include implementation of staffing and scheduling of shifts.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Owns in maintaining the records of team members with respect to their time, leaves, etc.
  • Own processes assigned to the team and collaborate with stakeholders directly
  • Excellent supervisory and leadership qualities along with strong organization and management skills are essential to carry out the assigned duties effectively.
  • Flag customer escalations through appropriate channels
  • Alert and handle outage and critical situations
  • Manage CRM and call routing systems/applications
  • Follow communication procedures, guidelines and policies

Minimum Requirements:
  • A Bachelors degree in any stream
  • Excellent verbal and written communication skills
  • Strong phone contact handling skills and active listening
  • Fair understanding of computer hardware and Operating systems
  • Minimum 6 years of working experience in voice based customer support processes, 3 years of which in a supervisory role
  • Ability to multi-task, prioritize, and manage time effectively

Mandatory Requirements:
Prior experience in Voice-based Customer Support.
Qualities Needed for This Jobs
Frontline Supervisor
Candidate Profile
Position Summary: The Call Triage Center/ L0 Team Supervisor Will Serve A Critical Role In Managing The Overall Functioning Of The Night Shift Hours In Informatica Global Customer Support Organizatio
Looking for Other graduates profile.
More Information
Location Other India
Education Other
Experience 0 (yrs)
Industry Computers / IT
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