Role Summary:
We are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring fast resolution, quality control, and disciplined execution by the CX team.
This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations.
Key Responsibilities:
1. Daily Operations Management
- Monitor inbound/outbound calls and ticket volume
- Ensure tickets are responded to and resolved within defined timelines
- Escalate critical issues to management promptly
- Ensure no backlog builds up
2. Call Quality & Audits
- Conduct regular call audits
- Provide structured feedback to associates
- Maintain quality checklists and ensure adherence
3. Team Supervision
- Manage 3–6 Customer Service Associates
- Track daily productivity and attendance
- Maintain performance scorecards
- Provide on-floor support during escalations
4. Process Adherence
- Ensure SOPs are followed consistently
- Maintain documentation of common issues and resolutions
- Coordinate with the tech/product team for recurring issues
5. Reporting
- Share daily and weekly reports on:
- First Response Time
- Resolution Time
- Escalations
- Call Quality Score
Ideal Candidate Profile
- 2–4 years of experience in customer support/operations
- Prior experience managing a small team (3–5 people preferred)
- Strong communication in Hindi & English
- Comfortable using ticketing tools (Zoho Desk / similar)
- Basic Excel / Google Sheets skills
- Based in Mumbai, work from the office (Versova)
BASIC DETAILS
- Reporting To: Head of CX
- Job Type: Full-Time, Work From Office
- Location: Versova, Andheri West, Mumbai
