Customer Service Domestic Non Voice Supervisor-BPS

Education Mandatory: Graduates from any stream Desirable: • Minimum 5-8 year of work experience in a Domestic Premium segment Voice/Chat Program from premium contact centers. • Minimum 5 year of work experience in a Domestic Premium segment Voice/Chat Program, with minimum of 2 years as an Assistant Manager • Prior experience in managing excellent customer centricity is desired Experience • Minimum of 2 years as an Assistant Manager • Needs to be high on responsibility and ownership • Should have managed multiple processes and ensured delivery within timelines • Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost • Extensive experience with telephony and workforce management software programs • Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model • Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit; • Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities • A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization Technical Competencies: • Ensure ownership for workplace (resolution of all admin, tech issues, etc.) • Enable people to excel through grooming and regular feedback • Derive valuable insights for improvement through innovation • Set up and sustain a robust quality and training framework within teams • Increase people engagement, ensure communication and feedback • Value Added Services /process improvement leading to business benefits • Ensure robust risk and compliance practices maintained • Participate in selection process to ensure the right talent is selected in a timely manner • Ensure transparency and adequate communication across all levels