nyWe are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring quick resolution, quality control, and disciplined execution by the CX team
N.This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations
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n A. Key Responsibiliti
Nes1. Daily Operations Manageme
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- ntMonitor inbound/outbound calls and ticket volu
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- meEnsure tickets are responded to and resolved within defined timelin
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- esEscalate critical issues to management prompt
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- lyEnsure no backlog builds
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nup2. Call Quality & Audi
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- tsConduct regularcall audi
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- tsProvide structured feedback to associat
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- esMaintain quality checklists and ensure adheren
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nce3. Team Supervisi
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- onManage 3–6 Customer Service Associat
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- esTrack daily productivity and attendan
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- ceMaintain performance scorecar
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- dsProvide on-floor support during escalatio
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nns4. Process Adheren
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- ceEnsure SOPs arefollowed consistent
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- lyMaintain documentation of common issues and resolutio
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- nsCoordinate with the tech/product team for recurring issu
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nes5. Reporti
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- ngShare daily and weekly reports o
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- n:First Response Ti
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- meResolution Ti
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- meEscalatio
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- nsCall Quality Sco
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Nre
n B. Ideal Candidate Prof
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- ile2–4 years of experience in customer support/operati
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- onsPrior experience managing a small team (3–5 people preferr
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- ed)Strong communicationin Hindi & Engl
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- ishComfortable using ticketing tools (Zoho Desk / simil
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- ar)Basic Excel / GoogleSheets ski
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- llsBased in Mumbai, work from the office (Verso
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nva)
n C. BASIC DET
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- AILSReporting To: Head o
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- f CXJob Type: Full-Time, Work From Of
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- ficeLocation: Versova, Andheri West, Mu
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