BPO Supervisor

Department: Medical Helpline (Call Centre)

Location: Baba Computers, Baba Enclave, 38 New Basti, Pinjra Pole, Ranchi, Jharkhand, Landmark: Opposite Vishal Mega Mart, Harmu Road

• Position Summary:
• BPO Supervisor is a professional charged with training and motivating their team of Call Centre Representatives as they answer questions, handle complaints, and provide support for Callers.

• Responsibilities:
• The Supervisor also assists new employees while monitoring their team's success on an on-going basis.
• 1. Educator: Educates the team and updates them every day in the form of Briefing, Helpline Process Knowledge and such other aspects.
• 2. Professional Friend: Maintains a very friendly and cordial relation with his team members, to get the best of outputs as per the SOP.
• 3. Twice/Thrice a week engages the team in certain fun filled activities which would rejuvenate and refresh them with new vibrant energy that would increase their productivity on the calls.
• 4. Makes sure that each individual of his team meets the KPI/Month (Key Performance indicator).
• 5. Certain KPI’S are :
• a) Sticking to the Login/Logout time.
• b) Total no of calls taken.
• c) Maintaining Average Handling Time (AHT).
• d) Adhering to the Breaks : Lunch/Tea/Bio Breaks
• e) Total Hours logged in.
• 6. Very careful in the Shrinkage part ie Absenteeism of his team members.
• 7. Very careful in the Attrition part ie : Head count at the beginning of the month minus Head count at the end of the month.
• 8. Very constant touch with the Senior Management while providing the Reports of his team members.
• 9. Maintains complete Discipline in his team in terms of: Dress code, Punctuality, work & play attitude, positive attitude, sense of competition and Personality Development day on basis. 

Basic Requirement:

• Gender – Both (male & female)
• Language – Both (English & Hindi)
• Work Hours - 8 hrs / 12 hrs