Intelsat is hiring for the role of Senior Supervisor, Customer Support Specialist for High School, or Vocational school completed candidates. Candidate should have at least 3 years of experience. Interested candidates can apply for this recruitment drive and register through the given link. The detailed eligibility criteria to qualify and the application process are given below.
Job Summary of Intelsat:
Company Name: Intelsat
Job Profile: Senior Supervisor, Customer Support Specialist
Education Required: High School or Vocational school completed
Experience Required: at least 3 year of experience
Location: Hyderabad, India
Are you up to the challenge?
- Daily leadership of a team of 6-15 call center agents.
- Mentors and develops team by providing constant feedback on performance and professional development.
- Monitors daily call center activities to ensure policies and procedures are being followed and performance manages as appropriate.
- Facilitate monthly team meetings to ensure staff is updated on all Departmental changes/issues.
- Ensure consistent high quality and timely interaction with customers by monitoring the daily call and work queues against service level commitments.
- Use available phone system reporting and forecasting tools to schedule work shifts, lunch and break times to provide necessary coverage to maintain the targeted service level metrics (includes but not limited to: Service Level, Abandon Rate, Average Handle Time, Average Speed of Answer, and Schedule Adherence).
- Utilize external Customer Satisfaction survey results to identify process gaps and coaching opportunities that drive customer experience higher.
- Maintain a daily floor presence to ensure staff is effectively deployed utilizing telephony technology and Real Time Adherence. Be available/approachable to handle call escalations as necessary. Hold self and others accountable.
- Resolve complex problems or issues, where expertise is required to interpret against policies, guidelines or processes. Identify and escalate breakdowns in the process where necessary
- Ensure professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies.
- Ensure team meets and delivers on Key Performance targets, customer and employee satisfaction.
- Conduct training with Customer Service Specialist as necessary for new and existing team members.
(At least 30% of the time)
- Prepare reports and presentations for executives, managers, and engineers.
- Develop and implement reward and recognition programs for motivational purposes.
- Provides weekly and monthly agent reports and performance feedback to ensure sustainable improvement.
- Participate in Post Incident Reviews to drive root cause and process efficiency
- Drive continuous customer experience improvement through process review and development
- Works with Network Operation to review change activity on daily calls or during real time network events
(Up to 20% of the time)
- Assist in documenting and identify automation opportunities to drive performance improvement and data integrity
- Ability to apply analytical, creative thinking and problem-solving skills
Can you drive these processes?
- Meet or exceed expectations in gathering and implementing reporting or tool requirements
- Must be available to work rotating shifts.
- Support network engineering and technical, sales teams in the introduction of new features and upgrade of existing video/data services with reduced operational costs while minimizing impact to customers.
You should definitely have:
- Must have 3+ years Supervisory experience in a Call Center. Candidates with less than 3 years’ experience will not be considered.
- A working knowledge of Inbound and Outbound call center.
- Must be proficient in all Microsoft Office applications.
- Must have exceptional interpersonal, organizational, leadership, and decision-making skills.
- Must be able to effectively coach and develop specialists.
- Career-oriented with a positive, energetic attitude
- Strong analytical, organizational and communication skills.
- Must be able to work evenings and weekends in 24/7 environment
- Must have experience working in multilingual environment. Must be fluent (written/verbal) in English. Additional languages preferred: French, Portuguese, Spanish, Mandarin-Chinese and/or Japanese.
It would be nice if you had:
- Positive and cheerful attitude with a lively and professional outgoing disposition
How to Apply Intelsat for the role of Senior Supervisor, Customer Support Specialist?
Apply Link of Intelsat & For More Details: Click Here
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