.

.

Frontline Supervisor

Location: Bengaluru, Karnataka, India

Notice

This position is no longer open.

Job Number: 23148

Position Title: Supervisor, Technical Customer Support

External Description:

Position Summary: 

The Call Triage Center/ L0 team supervisor will serve a critical role in managing the overall functioning of the night shift hours in Informatica Global Customer Support organization. The target is to ensure excellent service standards and maintain high customer satisfaction as well as ensuring the team members are motivated. The supervisor will work with different COEs in delivering the call quality and administration work of the GCS systems and processes

The tech must be able to work in a high technology environment and be aligned to the US time zones. The person is expected to work primarily US hours including PST.

Duties and Responsibilities:

  • Delegate and assign the work as per the priority and ensure that each team member performs his/her duties as per the required standards in terms of quality
  • Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner.
  • Monitor and coach team members on voice and email skills
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Report on team performance based on KPIs and provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
  • Responds to and resolves issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Assists the manager with daily operation of the team to include implementation of staffing and scheduling of shifts.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Owns in maintaining the records of team members with respect to their time, leaves, etc.
  • Own processes assigned to the team and collaborate with stakeholders directly
  • Excellent supervisory and leadership qualities along with strong organization and management skills are essential to carry out the assigned duties effectively.
  • Flag customer escalations through appropriate channels
  • Alert and handle outage and critical situations
  • Manage CRM and call routing systems/applications
  • Follow communication procedures, guidelines and policies

Minimum Requirements:

  • A Bachelor’s degree in any stream
  • Excellent verbal and written communication skills
  • Strong phone contact handling skills and active listening
  • Fair understanding of computer hardware and Operating systems
  • Minimum 6 years of working experience in voice based customer support processes, 3 years of which in a supervisory role
  • Ability to multi-task, prioritize, and manage time effectively

Mandatory Requirements:

Prior experience in Voice-based Customer Support.

City: Bangalore

State: Karnataka

Seniority Level: Mid-Senior Level

Alternative Location(s) :

Community / Marketing Title: Frontline Supervisor

Remote LinkedIn Hashtag:

LinkedIN Hashtag: LI-SA1

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Bangalore, Karnataka IN

Contact Us     Trademarks     Terms of Use     Privacy Policy

Twitter Facebook LinkedIn YouTube Instagram

© 2024 Informatica Inc.