Supervisor Service Delivery

Work Location: Hebbal, Bangalore

Work Mode: Work From Office

Job Summary:

The Service Supervisor position is responsible for providing best-in-class customer service to our customers. The supervisor will be responsible for evaluating, coaching, training, development, and staffing to ensure operational excellence. They will work closely with service management, sales reps, and customers to ensure customer expectations are met, and continually strive to improve the customer experience.

Primary Duties and Responsibilities:

• Responsible for 24 x 7 service desk intake operations.
• Provide daily direction and communication to the team to ensure timely & quality execution against client contracts and SLA’s.
• Monitor calls and identify opportunities for training.
• Deliver committed SLAs across all channels.
• Maintain the highest level of customer satisfaction.
• Review tickets, calls, emails and chats for procedure, process, and documentation accuracy.
• Collaborate with Manager/Director to track, measure and attain KPI’s.
• Would report to Director and works with all the Service Desk managers to drive operational nuances both upstream and downstream.
• Daily direction and communication to the team to ensure all inbound transactions are responded timely and efficiently.
• Follow and implement all directives, policies and procedures issued by management.
• Identify, assign, and follow up on work activities of team members.
• Communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up to date and current information.
• Will be a people manager whose role will include approving PTO and staff schedules.
• Recommend agent promotions to leadership.
• Recommend agent award recognition to leadership.
• Works as an escalation point for their team for any technical or logistical issues.
• Create and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Responds to and resolves employee issues expressed by team members.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Works with the Manager to establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
• Provides performance feedback and coaching regularly to each team member.
• Works as a member/leader on special or ongoing projects that are important to area/process improvement.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.

Complexity:

• Stress tolerance and adaptability.
• inter personnel conflict resolution.
• Ability to manage agents as individuals and understanding their unique requirements.
• Ability to handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to customers.
• Engage with sales and executive leadership within the organization.

Decision-Making Authority:

• Assess job performance, reprimand, and commend employees.
• Work with management on hiring and/or terminating employees.
• Process improvement
• Quality Control

Job Qualifications:

Education/Certifications:

• or Bachelor's degree (preferred)
• pertinent to technology area(s) of expertise (preferred)
• CTS Certification (preferred)
• + or CCNA (preferred)

Required Knowledge, Experience and Skills:

• Experience leading a team of technical support agents focused on customer service.
• Strong experience in providing excellent customer service to clients.
• Detail oriented and process driven.
• Ability to work in a fast-paced, rapid growth environment.
• Highly organized and has a sense of urgency.
• Flexible and able to cope with frequent interruptions and changing priorities.
• Ability to solve problems and deal with variables in situations where limited standardization exists.
• Open to feedback and direction.
• Accountable, reliable and takes ownership.
• Proficient with Microsoft Office Suite.
• Exceptional interpersonal & communication skills.
• Ability to work both independently and within a team.
• Ability to work in stressful situations.
• Ability to meet deadlines.

Desired Knowledge, Experience and Skills:

Experience with a CMS

• troubleshooting skills
• to think outside the box