C.H. Robinson is seeking a dedicated Supervisor BPO to join our team. In this role, you will manage and develop your team, ensuring operational excellence and compliance with processes. You will set yearly KPIs to support strategic objectives and oversee team operations to meet the needs of CHR Offices. As a trusted leader, you will solve complex challenges and drive success through your knowledge, experience, and professionalism. If you have a passion for leadership and customer service, we want to hear from you!
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally
Manage processes and mentor others on how to meet all customer and process requirements
Contribute to wider decision making including the development of practices, processes, and procedures
Develop departmental plans, including business, production and or organizational priorities
Ensure optimal level of customer services and collaborate with stakeholders for all requests / requirements
Provide leadership to staff and subject matter experts
Monitor & evaluate the performance of the team
Prepare teams performance reports by collecting and analyzing productivity data
Set up monthly / yearly KPIs for the team and review periodically
Evaluate individual performances periodically and review with management for team effectiveness
Develop reporting and analytical skills to contribute for team progress and development.
Provide and maintain a high level of customer service with CHR offices
Develop & coach team members and assist with new employee onboarding, Induction, Training.
Participate in new business implementation meetings as a subject matter expert
Review and ensure SOPs, process workflows and process maps are updated.
Work effectively in a team environment and collaborate cross functionally, building relationships with account management by proposing process improvement and / or consultative leads
Responsible for optimizing the processes by coordinating with CHR technology Team for possible automations to improve the efficiency of the team
Assist other management team members in identifying trends and establishing GF BPO goals.
Identify & support efficiency improvements
Lead internal and external team calls
Lead continuous efforts to improve team efficiencies by implementing the technology solutions
Create various reports to measure team's productivity, efficiency, escalations, exceptions for improvement
Participates in onboarding and new hire process, selection, induction, and training as per according to the company standards
Responsible for conducting yearly performance reviews of the team and report on metrics
Develop departmental plans including business, production, Team Capacity and or organizational priorities
Contributes to wider decision making including the development of practices, processes, and procedures
Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
Bachelor's degree from an accredited college or university
Minimum 8 years relevant trade experience
Ability to work a flexible schedule, some evening and/or weekend work may be required for select roles
Site Specific: Fluent in English (written and verbal)
Preferred:
Advanced proficiency in Microsoft Office Suite of programs
Effective and flexible communication skills
Strong prioritization and time management skills
Extensive Industry and process knowledge
Proactive, ambitious, and hardworking
Critical thinking, analytical, and problem-solving skills
Strong Leadership skills, including a presence within the team, ability to direct work, training and coaching skills, and ability to make timely decisions
Previous experience with process improvement and maximizing efficiency and customer satisfaction
Values a diverse and inclusive work environment
Your Health, Wealth, and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
Group Mediclaim Policy (GMC)
Group Personal Accident (GPA) policy
Covid-19 related coverage and reimbursement
Employee State Insurance Corporation (ESIC)
Group Term Life (GTL) Insurance Plan for employees
Employee Stock Purchase Plan (ESPP)
Investment Declaration & Flexi Benefit Plan
Variable Pay based on position
Flexible work arrangements
Paid Privilege, Casual and Sick Leaves
Paid Maternity & Paternity Leaves
Paid Compassionate Leaves
Paid Public Holidays
Paid time off to vote
Reward & Recognition Program
Wedding Allowance
Special Mobility Assistance
Employee Wellness Initiatives
Plus a broad range of career development, networking, and team-building opportunities
Equal Opportunity Statement
C.H. Robinson recognizes the value of equal employment opportunity and is committed to promoting fairness, equity and diversity in the workplace. As an equal opportunity employer, we may invite you to complete the voluntary self-identification. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment, Any information provided will be kept confidential, and separate from your employment application. This information may be used for diversity reporting purposes in accordance with applicable local law.