Supervisor, Customer Service

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, Tennessee, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

• Responsible for managing the day-to-day activities of the Customer Service

team members.

• Manage and monitor work queues, ensuring adherence to SLA’s for

responsiveness and turn-around time for customer issues and requests.

• Working with the Quality team, participates in and oversees the process of

ensuring that completed service requests, delivered to HireRight client

companies, are consistent with HireRight policies, procedures, and quality

standards.

• Handle escalated client issues and provides feedback and guidance to the

CSR’s during and following live customer interactions.

• Responsible for using business communication skills to clearly communicate

escalated customer issues to management.

• Tracks and manages team members’ performance, productivity, attendance, and schedule adherence.
• Manages team member performance issues.
• To proactively drive a customer and service centric organization and culture in India.

• Responsible for team of 10-15 CSR’s
• Provides supervision to team members in attaining performance and productivity goals including completion of Consumer Compliance related tasks
• Oversees the day-to-day duties of the CSR’s using real-time monitoring tools and methodologies to ensure

• Proper adherence to client or general guidelines
• Proper adherence to policies and procedures
• Adherence to responsiveness targets
• Adherence to turnaround targets
• Coverage of workstation assignments
• Proper phone etiquette
• Proper email etiquette
• Proper use of HireRight’s time

• Demonstrates proficiency in client guidelines and HireRight product knowledge and procedures
• Performs daily performance and productivity monitoring on team members
• Provides performance and disciplinary feedback to team members as required
• Monitor work environment to ensure that work area is conducive to a safe,professional, satisfying environment
• Implement and maintain morale events to promote team camaraderie and job satisfaction
• Conduct annual appraisal in line with the company defined timetable
• Ensure all employees are trained in Compliance, Data Protection, Induction, and all other relevant training for their role
• Coach and mentor team members to increase productivity standards and excellence of service
• To act as a HireRight ambassador when meeting clients and maintaining a good client relationship through face to face meetings.
• Compile reports on SLA statistics, communicating findings to the Management Team.
• Proactively identify and execute process delivery improvement in conjunction with Consumer Compliance Director.
• Anticipate and identify any areas of risk and raise to the management
• Supporting Senior Management with ad-hoc client relation projects both strategic and operational. On-going Research into other services that can be incorporated and offered to our clients
• Anticipate workloads and discuss resource requirements with HR and Operations Director, ensure requests detail what, why and how this resource will impact the business.
• Effectively resolve and/or escalate customer issues to management, Account Managers and Sales, resulting from service failures or misaligned customer

Expectations

Reasoning Ability: Above-average ability to apply understanding to carry out instructions furnished in written, oral, or diagram form. Above-average ability to deal with problems involving several concrete variables in standardized situations, and to assist others in doing so

College diploma preferred

Ideally minimum 2 years’ experience in leadership role, preferably in International companies.

Experience of dealing with external customers

Proven experience in meeting deadlines and delivery

HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.