About the Role

We are looking for a dynamic and customer-focused CSR Supervisor to lead a team of Customer Service Representatives and ensure the delivery of exceptional customer experiences. The ideal candidate will be responsible for driving team performance, coaching employees, managing day-to-day operations, and ensuring service levels, quality standards, and customer satisfaction targets are consistently achieved. The role combines people leadership, operational excellence, and continuous process improvement.

Key Responsibilities :

Team Leadership

- Lead, motivate, and supervise a team of 10–20 Customer Service Representatives.
- Conduct regular coaching sessions, one-on-one meetings, and performance reviews.
- Develop team capability through training, mentoring, and knowledge-sharing.
- Foster a positive, high-performance, and customer-centric work environment.

Operations Management

- Manage daily customer support operations across phone, email, chat, and ticketing channels.
- Ensure adherence to SLAs, quality standards, and productivity targets.
- Monitor real-time queue management, staffing, and schedule adherence.
- Handle escalated customer complaints and drive timely resolutions.

Performance Management

- Track and analyze KPIs including:
- Service Level
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Quality Scores
- Productivity & Occupancy
- Identify performance gaps and implement improvement plans.
- Prepare daily, weekly,



and monthly operational reports.

Quality & Process Improvement

- Ensure compliance with company policies and customer service standards.
- Partner with Quality and Training teams to improve customer interactions.
- Recommend process improvements to enhance efficiency and customer experience.
- Support implementation of new tools, SOPs, and operational initiatives.

Stakeholder Management

- Collaborate with Operations, HR, Quality, Workforce Management, and Training teams.
- Escalate operational risks and recommend mitigation plans.
- Participate in client reviews and operational governance meetings when required.

Required Qualifications

- Bachelor's degree in any discipline.
- 9–12 years of experience in Customer Service or Contact Center Operations.
- Minimum 3–4 years of experience in a Team Lead or Supervisor role.
- Experience managing voice, email, chat, or blended customer support operations.
- Solid understanding of contact center metrics and workforce management principles.

Preferred Skills

- Excellent verbal and written communication skills.
- Strong people management and coaching abilities.
- Customer-first mindset with strong problem-solving skills.
- Ability to analyze operational data and make informed decisions.
- Proficiency in CRM platforms, ticketing systems, and Microsoft Office (Excel, PowerPoint).
- Ability to work in a fast-paced, target-driven environment.
- Strong conflict resolution and stakeholder management skills.

📌 Customer Service Manager (Solapur)
🏢 Summit Consulting Services
📍 Solapur