About the Role: As a Supervisor in a fast-paced BPO environment, you will be responsible for leading, motivating, and managing a team of associates to deliver exceptional customer support and meet business objectives. You will ensure service excellence through performance management, quality monitoring, process improvements, and stakeholder collaboration.
Key Responsibilities:
- Supervise day-to-day operations of the team, ensuring adherence to SLAs, KPIs, and quality standards.
- Monitor performance metrics and provide regular feedback, coaching, and mentoring to team members.
- Conduct quality audits and ensure compliance with company policies, procedures, and client requirements.
- Handle escalations effectively, providing timely resolution while maintaining customer satisfaction.
- Prepare performance reports, track progress, and share updates with management and stakeholders.
- Drive continuous improvement by identifying process gaps and implementing corrective actions.
- Facilitate team huddles, training sessions, and knowledge-sharing activities.
- Collaborate with cross-functional teams to align business goals and improve service delivery.
- Foster a positive and motivating team environment, promoting employee engagement and professional growth.
Key Skills & Competencies
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Proficient in MS Office Suite and Google Workspace, with basic working knowledge of JIRA.
- Effective problem-solving and decision-making under pressure.
- Skilled in performance monitoring, analysis, and reporting.
- Solid understanding of BPO operations, quality frameworks, and escalation management.
- Proven ability to drive results through coaching, mentoring, and continuous improvement initiatives.
Working Details:
- Location: AIHP Signature Sector 18 Udyog Vihar, Gurgaon, Haryana
- Work Schedule: 5 Days a Week | Rotational Night Shifts | 2 Week-Offs
- Eligibility: 1-2 Years
- Work from Office.
Preferred Qualifications:
- Graduate in any discipline.
- Prior experience in BPO operations (voice/non-voice, customer support, or back-office).
- 12 years of experience in a supervisory or team lead role.
