Supervisor - Operations

Supervisor - Operations

Successful candidate will lead a team of 12-20 customer service associates and motivates them to achieve the team's SLAs.

Responsibilities :

• First level escalation point of contact for the local Business unit
• Responsible for the project execution, monitoring KPIs and Target compliance
• Leads the team in ensuring compliance to provisions / commitments as stipulated in the Client Service
• Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and develop and share knowledge with the team
• Oversees effective resource allocation to meet both productivity and quality metrics
• Documents issues as needed and ensures adherence to policy and procedures
• Manages process, resources, and system applications
• Follow standard practices and business procedures
• Performs ad hoc data analysis and participates on various process improvement as needed
• Validation and QA / QC Perform validation checks for operational processes and data inputs / outputs
• Responsible for complying with the internal quality standard
• Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data
• Perform functions as directed by the immediate superior and local office project lead

Key Performance Indicators

Qualifications :

Firstsource is an Equal Employment Opportunity / Affirmative Action Employer and maintains a Drug-Free Workplace. The company participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.