Supervisor

The Screener+ task involves monitoring real-time alerts for various organizations and ensuring accurate and timely responses. As a supervisor, you play a critical role in overseeing the process, maintaining service levels, and ensuring customer satisfaction.

Below are the detailed responsibilities:

1. Monitoring and Functional Checks

   • Alert Functionality:

     • Ensure that alerts have sound notifications and that all basic functionalities of the system are operational.

     • Regularly test the alert system to identify irregularities in notifications or platform performance.

   • Escalation of Irregularities:

     • If irregularities are detected, such as system glitches, missing notifications, or inaccurate alerts, escalate them to the customer with context, including video clips or screenshots.

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1. Accuracy in Documentation

   • Alarm Monitoring Document:

     • Verify that the alarm monitoring document is updated accurately by executives.

     • Ensure that all entries are complete, consistent, and reflect the actual status of each alert.

   • Pending Queue Management:

     • Regularly review the alert queue to ensure no alerts remain unresolved.

     • Maintain the SLA (Service Level Agreement) by ensuring all alerts are acted upon within 30 seconds.

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1. Providing Guidance and Support

   • Clearing Doubts:

     • Be well-versed in the procedures for raising or archiving alerts. Provide timely clarification to executives if they are unsure about raising an alert.

   • Accuracy in Raising Alerts:

     • Supervise the procedure followed by executives when raising an alert to ensure all steps are completed correctly.

     • Address any deviations promptly and provide additional training if necessary.

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1. Reporting and Analysis

   • Weekly Reports:

     • Prepare detailed weekly reports summarizing the number of alerts received per organization and per site.

     • Create visual representations, such as graphs, for customer meetings, highlighting trends and patterns.

   • Insights and Recommendations:

     • Analyze weekly data to identify recurring issues, high-alert locations, or inefficiencies, and share recommendations with customers.

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1. Customer Communication

   • WhatsApp Communication:

     • Serve as the primary point of contact for customers regarding Screener+ queries.

     • Address concerns promptly and share updates or clarifications as needed.

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Key Deliverables

• Ensure all alerts are processed within the SLA timeframe.

• Provide weekly reports with accurate data and visual insights for customer review.

• Maintain clear communication with the team and customers, addressing issues promptly.

By actively monitoring the process, ensuring accurate documentation, and maintaining open communication, the supervisor helps uphold the reliability and efficiency of the Screener+ task.