Supervisor

Firstsource

Louisville, KYFull-time$7.25/hrSeen 6 days agoSeen in employer's feed 6 days ago

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At a glance

Compensation

$7.25/hr

Location

Louisville, KY

Schedule

Full-time

Work Authorization

Not specified

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Requirements

Credentials this posting asks for.

Bachelor's degree

Job overview

Firstsource seeks a dedicated and experienced Supervisor (Team Leader) to oversee operations in its BPO/KPO/Call Centre business, leading a team of customer service representatives, coordinating daily tasks, implementing training, evaluating performance, resolving escalated issues, analyzing metrics, and ensuring compliance with regulations and company standards.

Skills & qualifications

RequiredNice to have

Skills

Supervisory CoordinationTask ExecutionCommunicationInterpersonal SkillsData AnalysisPerformance Management ToolsSix SigmaLeanCRM SystemsWorkforce Management ToolsAdaptability

Qualifications

Bachelor's DegreeMinimum 3 Years Experience in Supervisory Role in BPO/KPO/Call Centre Industry

Full job description

Experience Required

3 - 20 years

Minimum Education Required

Bachelor's Degree

Compensation

$7.25 / hourly

Hours Per Week

Number Of Positions

Work Schedule and Shift Requirements

First (Day)

Job Description

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.