Candidate Care Supervisor

Job Title- Candidate Care Supervisor
Job Location- Gurgaon Corporate Office
Shift Timings- 9 hours shift between 8:30 AM and 8:00 PM EST (Flexibility required for extended shifts based on project needs) (6 PM and 5:30 PM IST)
Weekly Offs- Saturday & Sunday (flexibility is expected)
Work from Home/Office- Work from Home (WFH). Occasional office presence may be required for training, coaching, or business-critical needs.

ROLE SUMMARY:

We are looking for an inspired individual to fill the position of our Global Paragon Supervisor role. To be successful in this role, the Paragon Supervisor must demonstrate a focus on motivating and coaching others, as well as leading by example. He/she must demonstrate a sense of urgency, responsibility, independence, confidence, self-motivation, and flexibility. He/she must be extremely detailed-oriented and able to manage a team and multiple projects simultaneously. As a key attribute this position focuses on managing complaints, continuous process improvements, customer service with a keen focus on keeping up to date in this ever-changing environment - the only aspect that will remain constant is “change”.

RESPONSIBILITIES:

A. Leadership
Lead and embed a strong and positive performance culture with the Paragon team by providing work direction, training/development needs, and conducting performance reviews to maintain a productive work environment with high level of employee satisfaction and engagement
Manages and hold team accountable to meet organizational goals, policies, KPIs, service level agreement and service level objective targets each month
Report on team performance to senior leadership team, providing timely and effective feedback on trended concerns and action.
Conduct team meetings and one on one meetings with staffs on a regular basis
Support the team when undertaking Global projects
Maintain constant flow of communication with necessary information from/to all regions/ departments to Team Leaders/ CSRs/ Managers.
Oversee the implementation of activities and tasks at the individual employee level as well as managing the implementation at peer level.
Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
Work constructively with other functional areas throughout the organization, such as your peer group, quality assurance, training, and recruiting, to share ideas and leverage best practices
Develop and audit quality assurance strategies to ensure the delivery of “world class” service
Available to work flexible/weekend hours as required

B. Partnering with Stakeholders
Build a strong relationship with Global Account Management team members and communicate regularly to align with their requirements
Readily participate in projects that require insight into how Prometric supports candidates or client escalations
Contribute ideas towards how to continually improve complaint management process - Lead on assigned process improvement projects

C. Subject Matter Expert (SME) and Change Champion
Know and support Paragon departmental procedures and keep up to date as they change.
Be a role model of effectively promoting and adopting change.

CANDIDATE REQUIREMENTS:

A go getter with an excellent performance track record that demonstrates accountability and reliability.
4 - 5 years of Contact Center work experience handling customer escalations and VIP customers.
Supervisory experience in a call center environment.
Excellent verbal, written and interpersonal skills.
Exceptional decision-making ability
Ability to lead change for the betterment of the business and the staff
Ability to work on a variety of tasks simultaneously
Excellent organizational skills
Desired skills: leads by example, willing to share skills, knowledge and expertise, desire to help others succeed, gives constructive feedback and guidance, and motivates others.
Good attendance record with no formal disciplinary action(s).
Knowledge is Salesforce, and reporting capabilities will be an added advantage