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Team Supervisor

2 months ago

Chattanooga, Tennessee, United States Firstsource Full time

About Firstsource

Firstsource Solutions stands as a premier provider of tailored Business Process Management (BPM) services. Our expertise lies in assisting clients to remain at the forefront through transformative solutions that reimagine operational processes, enhancing efficiency, providing deeper insights, and achieving superior results.

We are trusted custodians of brand integrity and long-term partners to over 100 leading brands across the US, UK, Philippines, India, and Mexico. Our 'rightshore' delivery model encompasses comprehensive solutions throughout the customer lifecycle in sectors such as Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance.

Our clientele features Fortune 500 and FTSE 100 companies.

Position Overview

Team Supervisors are responsible for guiding and directing the performance and conduct of their teams, fostering an environment of open communication, and leading by example. They build strong relationships and empower team members, establishing the groundwork for a high-performing unit.

Key Responsibilities:

  • Oversee the daily performance of mailroom personnel.
  • Mentor and develop team members in all facets of performance, including metrics and behaviors pertinent to customer experience.
  • Prepare and conduct performance assessments, assist in employment decisions, and set performance objectives.
  • Address employee matters related to attendance, performance, and conduct, implementing corrective actions as necessary.
  • Disseminate policy updates and company information through team meetings, huddles, and individual development sessions.
  • Document all coaching and development sessions using designated tools in a timely manner.
  • Collaborate with cross-functional support teams to manage daily operations effectively.
  • Perform additional administrative tasks as required (e.g., time card management, payroll).
  • The list of responsibilities may be expanded to include other duties as needed.

Qualifications:

  • High school diploma or equivalent experience required; bachelor's degree preferred.
  • 2-5 years of experience in Customer Service, Call Center, Mailroom, or Production environments.
  • Proficient in all Microsoft Office applications.
  • Demonstrated coaching and counseling abilities to effectively develop employees, influence behavior, and assist individuals in achieving high levels of success and productivity.
  • Strong management skills for resolving escalated employee and customer complaints.
  • Proven leadership capabilities to effectively develop, inspire, and motivate a high-performing team.
  • Effective problem-solving and process improvement skills to identify and address daily operational and employee relations challenges.
  • Analytical thinking skills to identify qualitative or quantitative trends and take appropriate actions.
  • Detail-oriented with strong organizational, prioritization, and time management skills; experience in structuring daily/weekly schedules preferred.
  • Proactive in implementing change and applying innovative methods to enhance business operations through improved management of personnel and processes.
  • Flexibility to work varied schedules to meet business needs and performance requirements.
  • Ability to collaborate effectively with all levels of employees, management, and external agencies to maximize performance, creativity, problem-solving, and results.

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer. Firstsource participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.