Job Title: Back Office Supervisor
Location: Thane
Shift: Rotational Shifts
Working Days: 5 Days a Week (2 Days Off)
Job Summary:
We are seeking a proactive and experienced Team Leader to oversee daily operations, manage a dynamic team, and ensure seamless service delivery. The ideal candidate will have strong leadership, reporting, and client-handling skills, with experience in managing rosters and rotational shifts.
Key Responsibilities:
Team Management: Supervise, mentor, and motivate a team to achieve performance targets and service level agreements (SLAs).
Client Handling: Serve as the primary point of contact for client communication and issue resolution, ensuring high levels of client satisfaction.
Report Making: Create and maintain accurate reports on team performance, attendance, and KPIs, and present findings to management as required.
Roster Management: Develop and manage team rosters effectively to ensure optimal shift coverage, especially for rotational shifts.
Performance Monitoring: Conduct regular performance reviews and provide constructive feedback to team members.
Process Improvement: Identify areas for process improvement and implement changes to enhance efficiency and service quality.
Conflict Resolution: Address and resolve team conflicts in a timely and effective manner.
Requirements
Proven experience in a leadership role (Team Leader/Supervisor)
Strong organizational and multitasking skills
Proficient in MS Excel and report generation tools
Excellent communication and interpersonal skills
Experience in managing rotational shifts and flexible schedules
Ability to work in a fast-paced, target-driven environment
Top Skills
What We Do
DATAMARK Inc., a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employs more than 3,119 at our facilities in the United States, Mexico and India. Our Fortune 500 and enterprise clients trust us to be an extension of their brand. DATAMARK contact center agents are proud to represent many of the most well-known companies and brands across the globe. We deliver unparalleled customer service in our omnichannel contact centers, ranging from SMS text to video chat and everything in between that your customers expect the world’s leading brands to have equipped. Our long-term client partnerships include customer care for leading international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics. Learn how DATAMARK combines outstanding omnichannel customer care, brand promotion, and continuous process improvement to deliver an unparalleled customer experience. Visit us at www.DATAMARK.net.
