Supervisor

Job description tabindex="0"> JOB DESCRIPTION Job Attributes + Job ID 25611391 Req ID IND00026 Job Type Full Time Job Location Bengaluru, KarnatakaIN Supervisor Are you positive, motivated , and ready to learn in a fast-paced call center environment? This is an opportunity to work in a friendly atmosphere, be recognized for your success, and make a difference. At Results CX , we are focused on providing exceptional customer service to our clients and making the communities we live and work in a better place to be. The Supervisor provides w orld-class support to the c all c enter a gents and our clients , customers, as well as consistently driving to exceed performance targets. In this role , you will support and develop Results CX Associates by providing and delivering a b est- i n- c lass level of coaching in areas of call center performance, customer service, technology, and professional development. We expect greater of ourselves... What s Your Greater? Come find it at ResultsCX Call Center Heathcare - Member/Provider Services Voice/inbound call experience a MUST Rotational schedule - including overnights Onsite work In this role you will: Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation Identify, Prioritize and Coach agent development areas Document account resolutions, issues, and general notes. Assist agents with functionality and basic troubleshooting of product or account issues for the customers Maintain target levels of performance required by the client Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings. Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale. Help maintain a good team and working environment Multitask, listen, input data, probes, and proves solutions to the agents. Ensure that all Agent reference materials are up to date. Undertake duties of a general nature or additional tasks as business requires from time to time Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required. Ensure that agents have working equipment and all items needed to do their job We are looking for someone who has: Consistent attendance and punctuality. Strong English communication skills written and verbal. Previous experience in a similar role in the BPO industry Experience as a Mentor. Ability to exceed KPI s. Proficient knowledge of inbound contact center environment. Excellent phone skills, customer service skills, analytical and troubleshooting expertise. Solid verbal and written communication skills. The Ability to multi-task, handle escalated calls and upset customers in a professional and courteous manner. A flexible schedule. Analytical and troubleshooting expertise. Ability to develop and motivate a team. Superb listening, probing, negotiation and de-escalation skills About ResultsCX Role: Customer Success Associate Industry Type: Management Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate PG: Any Postgraduate Key Skills BPOSupervisorPayrollCall monitoringAnalyticalCustomer serviceCustomer experienceTroubleshootingAnalyticsTeam building