As a Supervisor for operations, incumbent will be responsible for the day-to-day supervision of a group of associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. He should have adequate knowledge about chargeback.
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring.
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Promote the IQOR values through both behavior and attitude, including being an advocate for team members
Experience (2-3 years) as Team leader and at least 2 years of experience in chargeback.
Must have exposure to Visa, MasterCard, discover and other payment processers.
Team handling experience in ITES sector would be an added advantage.
Excellent Communication skills, both written and verbal.
Ability to coach and provide direction to the team members as well as leading the team in multi-tasking, prioritization, and meeting timelines on deliverables
Minimum Graduate or equivalents degree holders are eligible for this position
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time. The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs. The worker is required to have close visual acuity to perform activities such as: preparing and analyzing data and/or documents; viewing a computer terminal; and/or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.