Prometric
Website:
prometric.com
Job details:
Job Title- Candidate Care Supervisor
Job Location- Gurgaon Corporate Office
Shift Timings- 9 hours shift between 8:30 AM and 8:00 PM EST (Flexibility required for extended shifts based on project needs) (6 PM and 5:30 PM IST)
Weekly Offs- Saturday & Sunday (flexibility is expected)
Work from Home/Office- Work from Home (WFH). Occasional office presence may be required for training, coaching, or business-critical needs.
ROLE SUMMARY:
We are looking for an inspired individual to fill the position of our Global Paragon Supervisor role. To be successful in this role, the Paragon Supervisor must demonstrate a focus on motivating and coaching others, as well as leading by example. He/she must demonstrate a sense of urgency, responsibility, independence, confidence, self-motivation, and flexibility. He/she must be extremely detailed-oriented and able to manage a team and multiple projects simultaneously. As a key attribute this position focuses on managing complaints, continuous process improvements, customer service with a keen focus on keeping up to date in this ever-changing environment - the only aspect that will remain constant is “change”.
RESPONSIBILITIES:
A. Leadership
- Lead and embed a strong and positive performance culture with the Paragon team by providing work direction, training/development needs, and conducting performance reviews to maintain a productive work environment with high level of employee satisfaction and engagement
- Manages and hold team accountable to meet organizational goals, policies, KPIs, service level agreement and service level objective targets each month
- Report on team performance to senior leadership team, providing timely and effective feedback on trended concerns and action.
- Conduct team meetings and one on one meetings with staffs on a regular basis
- Support the team when undertaking Global projects
- Maintain constant flow of communication with necessary information from/to all regions/ departments to Team Leaders/ CSRs/ Managers.
- Oversee the implementation of activities and tasks at the individual employee level as well as managing the implementation at peer level.
- Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
- Work constructively with other functional areas throughout the organization, such as your peer group, quality assurance, training, and recruiting, to share ideas and leverage best practices
- Develop and audit quality assurance strategies to ensure the delivery of “world class” service
- Available to work flexible/weekend hours as required
B. Partnering with Stakeholders
- Build a strong relationship with Global Account Management team members and communicate regularly to align with their requirements
- Readily participate in projects that require insight into how Prometric supports candidates or client escalations
- Contribute ideas towards how to continually improve complaint management process - Lead on assigned process improvement projects
C. Subject Matter Expert (SME) and Change Champion
- Know and support Paragon departmental procedures and keep up to date as they change.
- Be a role model of effectively promoting and adopting change.
CANDIDATE REQUIREMENTS:
- A go getter with an excellent performance track record that demonstrates accountability and reliability.
- 4 - 5 years of Contact Center work experience handling customer escalations and VIP customers.
- Supervisory experience in a call center environment.
- Excellent verbal, written and interpersonal skills.
- Exceptional decision-making ability
- Ability to lead change for the betterment of the business and the staff
- Ability to work on a variety of tasks simultaneously
- Excellent organizational skills
- Desired skills: leads by example, willing to share skills, knowledge and expertise, desire to help others succeed, gives constructive feedback and guidance, and motivates others.
- Good attendance record with no formal disciplinary action(s).
- Knowledge is Salesforce, and reporting capabilities will be an added advantage
Click on Apply to know more.