Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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Responsibilities: 

• Must have mastered all Associate-level responsibilities and demonstrated full mastery of all FBB upsell techniques and procedures.
• Achieve monthly KPI targets, including upsells, member rewards, credit acceptance, and CSAT scores.
• Participate in daily service observations and Quality Assurance reviews, including listening to recorded calls.
• In coordination with the domestic management team, attend all QA, CSAT, and metric calibration sessions via Teams.
• Conduct coaching sessions and provide real-time support to address immediate challenges faced by the team.
• Coach and mentor peers on identifying potential upsell opportunities and applying effective upsell techniques to maximize results.
• Maintain accurate team performance records and coordinate sessions with Quality teams to drive improvements.
• Provide on-floor support to guide team members through real-time service situations.
• Monitor and ensure adherence to schedules, while actively managing shrinkage and attrition.
• Deliver weekly performance reviews to clients and report on progress against goals.
• Support the Team Manager by performing management duties during absences or as delegated.
• Motivate and encourage team members, clearly communicating team goals and identifying areas requiring training or skill reinforcement.
• Assist management with recruitment, onboarding, and training of new team members.
• Address team member questions, provide problem-solving support, and ensure work meets quality and compliance standards.
• Communicate performance goals, deadlines, and company expectations to the team.
• Develop and implement strategies to ensure adherence to company standards, regulations, and performance metrics.
• Lead team meetings to reinforce best practices, updates, and ongoing expectations.
• Generate and present detailed reports on team performance, objectives, and outcomes.
• Ensure all company brand standards, processes, and working environments meet or exceed expectations.
• Provide quality customer service when needed, including handling escalated inquiries and resolving complaints effectively.

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Essential Hiring Skills

• Excellent verbal and written communication skills 
• Team player with exceptional interpersonal and solution-oriented attitude.
• Attention to detail with the ability to complete a large volume of work quickly.
• Fluency in the language or a native speaker of the language in/for which service is being offered
• Cognitive Ability - Adaptable to learn new processes, concepts, and skills, Demonstrates the Ability to lead team adding positive attitude and business focus.
• Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users
• Handles and resolves customer complaints- identify and escalate priority issues
• Leading by Example and ability to handle stressful situations. They will be Level I escalated Sup Call handlers.
• Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring
• Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback
• Strong analytical skills with an ability to solve a problem with a win-win negotiation approach
• Ability to think strategically & translate strategy into measurable action plans. Ability to work in a fast-paced deadline driven environment
• Computer applications i.e. MS – Office and on-line tools
• Strong interpersonal & influence management skills and decision making skill

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Qualifications:

• Bachelor's Degree
• Overall exp 2-4 years of contact center experience (on average) with 1 year minimum experience (on average) in a supervisory role.

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• Effective Team Management

• Resourcing

  • Hire adequate and right resources for the team 
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition 
  • Drive diversity in leadership positions

• Performance Management

  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team