Supervisor, Customer Service

About the role

As a Supervisor, you will provide direct floor and personnel leadership to Customer Care Team Leaders. This is a leadership position in a fast-paced inbound customer support center. You will handle escalated customer care issues either through direct personal action or referral to the proper individual/department.

What you'll do

• Build strong relationships and maintain effective communication with internal stakeholders, global peer groups, and customers to enhance the overall customer experience
• Conduct regular stakeholder meetings to review operational metrics, process performance, and business stability
• Analyze staffing requirements against business volumes and identify opportunities to optimize operational efficiency
• Lead and support Team Leads through coaching, guidance, and performance management to ensure alignment with organizational goals and KPIs
• Monitor team productivity and provide constructive feedback to improve employee performance and engagement

What you need

• 10–18 yrs of experience
• Customer service
• MS Office
• SAP
• VBA
• PowerPoint
• Communication
• B.Com or BBA

Good to have

• Performance management