Sr. Supervisor, People Solution Center

at  Concentrix

LOCATION

Heredia, Costa Rica
Job Title:
Sr. Supervisor, People Solution Center
Job Description

The Sr. Supervisor is responsible for leading and managing a team of individuals to achieve organizational goals and objectives. They serve as the primary point of contact for team members, providing guidance, support, and direction to ensure the successful completion of projects and tasks in terms of social security, data audit, and special projects, among others.

• Setting clear goals and objectives for the team in alignment with organizational priorities
• Offering leadership, advice, and assistance to team members to ensure they grasp their duties and obligations
• Monitoring team progress and performance, identifying areas for improvement and implementing corrective actions as needed
• Preparing best practice decks, formulating documentation, checklists in order to help the team improve.
• Reporting metrics and action plans to Game changers management.
• Recommending changes and participating in analysis of workflows and procedures to improve efficiency in member service.
• Empowering team members by delegating tasks and responsibilities appropriately while providing opportunities for skill development and growth
• Participating in ideation process, producing documentation, training the team on re-engineered process.
• Adhere to department’s KPI
• Providing regular feedback and performance evaluations to team members to recognize achievements and identify areas for improvement.
• Preparing and presenting regional reports for senior management
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Strong communication skills, both written and verbal
• Team player, ability to provide real time support to colleagues.
• Ability to take decisions on the spot.
• Knowledgeable in identifying support trends and quickly responde to issues based on the Country.
• Confidentiality on internal communication and audits/investigations
• Call ability to work efficiently in a high demand, team oriented and fast paced environment.
• Excellent communication and interpersonal skills
• Flexibility and adaptability to oversee different processes in LATAM
• Metrics presentation and improvement of monitoring processes
• Conflict Resolution
• Critical Thinking
• Preparing quarterly and yearly reports, analyses, statements and reports on finances and operations

• Setting clear goals and objectives for the team in alignment with organizational priorities
• Offering leadership, advice, and assistance to team members to ensure they grasp their duties and obligations
• Monitoring team progress and performance, identifying areas for improvement and implementing corrective actions as needed
• Preparing best practice decks, formulating documentation, checklists in order to help the team improve.
• Reporting metrics and action plans to Game changers management.
• Recommending changes and participating in analysis of workflows and procedures to improve efficiency in member service.
• Empowering team members by delegating tasks and responsibilities appropriately while providing opportunities for skill development and growth
• Participating in ideation process, producing documentation, training the team on re-engineered process.
• Adhere to department’s KPI
• Providing regular feedback and performance evaluations to team members to recognize achievements and identify areas for improvement.
• Preparing and presenting regional reports for senior management
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Strong communication skills, both written and verbal
• Team player, ability to provide real time support to colleagues.
• Ability to take decisions on the spot.
• Knowledgeable in identifying support trends and quickly responde to issues based on the Country.
• Confidentiality on internal communication and audits/investigations
• Call ability to work efficiently in a high demand, team oriented and fast paced environment.
• Excellent communication and interpersonal skills
• Flexibility and adaptability to oversee different processes in LATAM
• Metrics presentation and improvement of monitoring processes
• Conflict Resolution
• Critical Thinking
• Preparing quarterly and yearly reports, analyses, statements and reports on finances and operation