Team Supervisor

2 weeks ago

Chattanooga, Tennessee, United States Firstsource Full time

About Firstsource

Firstsource Solutions stands as a premier provider of tailored Business Process Management (BPM) services. We excel in assisting clients to remain at the forefront through innovative solutions that reimagine operational processes, resulting in enhanced efficiency, deeper insights, and superior outcomes.

As trusted brand custodians and long-term partners to over 100 leading brands across the US, UK, Philippines, India, and Mexico, our 'rightshore' delivery model encompasses comprehensive customer lifecycle solutions spanning Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance sectors.

Our clientele includes Fortune 500 and FTSE 100 companies.

Position Overview

Team Supervisors are responsible for guiding and directing the performance and conduct of their team, 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 team.

Key Responsibilities:

  • Oversee the daily performance of mailroom agents.
  • Mentor and develop team members in all performance aspects, including metrics and behaviors related to customer experience.
  • Prepare and conduct performance evaluations, assist in employment decisions, and set performance goals and objectives.
  • Address employee issues concerning attendance, performance, and conduct, delivering appropriate corrective actions as necessary.
  • Communicate policy updates and company information through team meetings, huddles, and one-on-one development sessions.
  • Document all coaching and development sessions using designated tools in a timely manner.
  • Collaborate with cross-functional support groups to manage daily operations effectively.
  • Perform additional administrative duties as required (e.g., time card administration, payroll).
  • This list of responsibilities may not be exhaustive and can 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 skills to effectively develop employees, influence behavior, and assist in achieving high levels of success and productivity.
  • Excellent management skills for resolving escalated employee and customer complaint issues.
  • Proven leadership abilities to effectively develop, lead, inspire, and motivate a high-performing team.
  • Strong problem-solving and process improvement skills to identify and resolve 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 driving change and applying innovative approaches to enhance business through improved management of people and processes.
  • Ability to work a flexible schedule to meet business needs and performance requirements.
  • Collaborative and cooperative 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.

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