Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.Our clientele includes Fortune 500 and FTSE 100 companies.Role Description: The Supervisor plays a crucial role in ensuring the HPHS team operates efficiently and effectively, delivering exceptional service to our clients.Roles & Responsibilities· Lead, mentor and manage a team of professionals, ensuring they meet performance targets and objectives.· Set performance expectations, provide regular feedback, and conduct performance evaluations to enhance team productivity and development.· Assist team members with daily tasks and resolve operational issues to ensure client needs are met promptly and effectively.· Identify and recommend process improvements to enhance team efficiency, quality, and cost-effectiveness.· Implement and maintain quality control measures to ensure that products and services meet or exceed industry standards and client expectations.· Develop and maintain key performance indicators (KPIs) to measure and report on the effectiveness and efficiency of team operations.· Foster strong relationships with clients, address their concerns, and ensure high levels of satisfaction.· Identify training needs and provide support for the professional growth of team members.Expected/Key Results· Exceed customer experience metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other relevant measures.· Meet revenue targets by effectively managing login hours, staffing levels, and other critical factors.· Meet team retention targets to ensure a stable and experienced workforce.· Skillfully handle customer escalations to address concerns and provide timely resolutions.· Ensure the team consistently meets the highest quality standards in their work.· Provide coaching and mentoring to support the professional development and growth of team members.· Ensure the availability of resources in line with scheduling requirements for efficient operations.· Cultivate new client relationships while maintaining and strengthening existing client connections.· Prioritize people engagement and development, including employee retention, professional growth, and succession planning within the team.QualificationsThe qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.Education· High school diploma or equivalent requiredWork Experience· At least 2 years of experience in a leadership role, with a track record of guiding and motivating teamsCompetencies & Skills· Strong analytical, problem-solving, and decision-making skills· Excellent verbal and written communication, interpersonal, and leadership skills· Familiarity with industry-specific technologies and tools· Knowledge of relevant industry regulations and complianceAdditional Qualifications· Ability to work flexible schedule based on client demands· Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements· Ability to pass the required pre-employment background investigation, including but not limited to, criminal history, work authorization verification and drug testWork EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This position may work onsite or remotely from home.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Must be able to regularly or frequently talk and hear, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to occasionally stand and walk, climb stairs, and lift equipment up to 25 pounds.Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.
