Walk-in || Looking For Contact Center (Voice) Supervisor / Sr Team Leader @ Thane

• Manages a team of assigned interpreters/customer service representatives and ensures they comply with company guidelines particularly related to the quality of service.
• Trains new employees in the companys customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned interpreters/customer service representatives.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals.
• Monitors or reviews calls or other correspondence between interpreters/representatives and customers.
• Ensures that interpreters/representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Contact Center Manager or other appropriate staff.
• Hires qualified interpreters.
• Performs other related duties as assigned.

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