CSR Supervisor

Job Title-Paragon Supervisor

Job Type- Permanent

Work Mode- WFH/Remote

Working hours- 8pm/9pm – 5am/6am MYT – US hours

Core Responsibilities:

• Lead and embed a strong and positive performance culture with the Paragon team by providing work direction, training/development needs, and conducting performance reviews to maintain a productive work environment with high level of employee satisfaction and engagement

• Manages and hold team accountable to meet organizational goals, policies, KPIs, service level agreement and service level objective targets each month

• Report on team performance to senior leadership team, providing timely and effective feedback on trended concerns and action.

• Conduct team meetings and one on one meetings with staffs on a regular basis

• Support the team when undertaking Global projects

• Maintain constant flow of communication with necessary information from/to all regions/ departments to Team Leaders/ CSRs/ Managers.

• Oversee the implementation of activities and tasks at the individual employee level as well as managing the implementation at peer level.

• Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable

• Work constructively with other functional areas throughout the organization, such as your peer group, quality assurance, training, and recruiting, to share ideas and leverage best practices

• Develop and audit quality assurance strategies to ensure the delivery of world class service

• Available to work flexible/weekend hours as required Partnering with Stakeholders

• Build a strong relationship with Global Account Management team members and communicate

regularly to align with their requirements

• Readily participate in projects that require insight into how Prometric supports candidates or client escalations

• Contribute ideas towards how to continually improve complaint management process - Lead on

assigned process improvement projects

• Know and support Paragon departmental procedures and keep up to date as they change.

• Be a role model of effectively promoting and adopting change.

Knowledge, Experience & Skills

• A go getter with an excellent performance track record that demonstrates accountability and reliability.

• 4 - 5 years of Contact Center work experience handling customer escalations and VIP customers.

• Supervisory experience in a call center environment.

• Ability to lead change for the betterment of the business and the staff

• Ability to work on a variety of tasks simultaneously

• Desired skills: leads by example, willing to share skills, knowledge and expertise, desire to help others succeed, gives constructive feedback and guidance, and motivates others.