Supervisor

About Firstsource

Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Job Summary

Manage day-to-day operations of one or more teams in the call center. Plan, direct, manage and evaluate team performance to ensure customers are receiving a high level of service.

Role & Responsibilities: 

• Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA. Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters. 
• Floor walks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing. 
• Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances. 
• Listens to calls and coaches the team to enhance performance. 
• Monitors the calls/chat taken by the associates and provides them with feedback. 
• Interacts with the quality team to seek feedback on the team’s performance and team quality scores. 
• Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback. 
• Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism. 
• Organizes training program for the associates. 
• Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements. 
• Holds team briefing and de- briefings before and after each shift. 
• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs. 
• Initiates and administers the rewards and recognition program for the team. 
• Organizes the monthly team outings in coordination with the associates and the team members. 

Educational/Professional Qualifications: 

• Required: 1-2 years of supervisory experience.
• Previous experience in a healthcare call center role.
• Excellent knowledge of MS Office and especially Excel. 

• Preferred: Min 1 year as Process leader/TE 

• 2 years Undergraduate/Graduate of a 4 year college course 

Required Skills: 

• Strong organizational, planning and analytical skills. 
• Basic arithmetic and statistical skills for analysis of data and generation of reports. 
• Problem solving skills 
• Good written and verbal communication skills & team management skills. 
• Mentoring, motivating skills and Coaching skills 
• Collaborative & consultative 
• Socially confident 
• Achievement oriented
• Creative 
• Analytical
• Communicative
• Dental claims experience – added advantage

Competencies that will be Assessed: 

• Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities 

• Influencing 

• Managing Transformation – Ability to work and lead transformations in a dynamic environment 

• Fostering partnerships with internal and external stakeholders Working across boundaries – collaborative working towards a “One Firstsource” identity 

• Decision making and problem solving skills 

• Driving Excellence