Qualifications
Key Responsibilities:Oversee team performance and service priorities, promoting employee engagement through active participation and recognition.Recruit and develop skilled professionals to enhance team capabilities.Adjust capacity planning in accordance with evolving strategic objectives.Lead by example in prioritizing client-centric values, ensuring these principles permeate team operations and client interactions.Ensure service delivery aligns with business needs and budget constraints, promoting operational resilience and efficiency.Monitor service performance to meet targets, deliver KPIs, and adhere to SLAs through quality assurance checks.Exemplify strong leadership by driving efficiencies and managing change initiatives to achieve business goals.Support continuous improvement in processes and service delivery, identifying opportunities to enhance client experiences.Ensure timely reviews and updates of Standard Work Procedures are completed and integrated into global oversight.
About the job
The Customer Care Supervisor plays a vital role in ensuring the delivery of high-quality electronic and telephone services to both internal and external clients during pre- and post-transaction activities, aligned with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that enhance customer satisfaction and retention. This position involves leading, developing, and motivating a dedicated team to achieve consistent, high-level performance and a seamless client experience.
As a leader, you will focus on optimizing team performance and fostering a culture of continuous improvement. You will empower team members to identify and implement process enhancements, ensuring operational efficiency and quality service delivery.
This is a hybrid work model (onsite 2-3 times per week), Monday to Friday, 9 am – 6 pm.
About Convera
At Convera, we are committed to providing exceptional service and innovative solutions to our clients. Our team is dedicated to fostering a culture of excellence, where every employee is encouraged to grow and achieve their full potential in a collaborative environment.