Engagement Support Services - Supervisor

Pmgs India; Mumbai; Sur place; INR 1 000 000 - 1 800 000; Plein temps

Résumé du poste

Pmgs India in Mumbai seeks an experienced professional to lead coaching, development, and client-focused operations. You will drive staff growth, monitor performance, and align teams with strategic goals.

The role emphasizes mentoring, process improvement, and cross-functional collaboration with leadership and vendors to improve efficiency and service quality.

Qualifications

• 3-5+ years of relevant experience in a client service, operations, shared services, or support services environment.
• Prior experience leading, coaching, mentoring, or supervising employees.
• Experience monitoring productivity, performance metrics, and quality standards.
• Experience managing multiple priorities, projects, and deadlines in a fast-paced environment.

Responsabilités

• Coaching and Development: develop and lead individual growth and performance meetings, review productivity and tasks, and address topics with staff.
• Leadership: establish open communication lines with team, trainers, engagement teams, and vendors; drive ongoing change for efficiency.
• Operations: manage staff activities, monitor tasks, use metrics for real-time adjustments, and stay familiar with system processes.
• Client Service: monitor surveys, respond to feedback, identify improvement opportunities, and ensure timely issue resolution.

Connaissances

Coaching

Leadership

Metrics tracking

Prioritization

Description du poste

Job Summary

Count on us. Our "we-care" culture is more than just a motto; its a promise. From day one, we prioritize your growth, well-being, and success. You can count on us to support your career journey and help you achieve your professional goals. Join us.

Responsibilities

Your work will include, but not be limited to:

• Coaching and Development
  • Develop and lead individual professional growth and performance meetings with staff to review overall productivity, performance, security reviews, and evaluated tasks in addition to addressing any other current individual or team topics.
  • Provide real-time and/or side-by-side operational coaching, live monitor tasks, review completed tasks, and run/analyze reports for continuous improvement of staff performance.
  • Share job knowledge and best practices of Management functions with senior specialists and peers for their continued development.
• Leadership
  • Build, establish, and maintain open lines of communication with team, peers, trainers, engagement teams, functional departments and/or vendors to facilitate problem solving.
  • Act as a catalyst for ongoing change and growth by continually challenging systems, processes, and procedures with the result being increased efficiency.
• Operations
  • Manage a range of non-task activities for staff including huddles, completion of firm courses, and special projects.
  • Increase staff efficiency by monitoring tasks and using metrics to make real time adjustments to specialist schedules and communicating areas of concern to Leadership team.
  • Maintain familiarity with systems, applications, and procedures.
• Client Service
  • Monitor survey results and respond to client feedback, identify opportunities for improvement, and share with Leadership.
  • Ensure that client questions and problems are resolved properly and quickly.

Qualifications

• 3-5+ years of relevant experience in a client service, operations, shared services, or support services environment.
• Prior experience leading, coaching, mentoring, or supervising employees.
• Experience monitoring productivity, performance metrics, and quality standards.
• Experience managing multiple priorities, projects, and deadlines in a fast-paced environment.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.