yWe are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring rapid 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
.
A. Key Responsibiliti
es1. Daily Operations Manageme
ntMonitor inbound/outbound calls and ticket volu
meEnsure tickets are responded to and resolved within defined timelin
esEscalate critical issues to management prompt
lyEnsure no backlog builds
up2. Call Quality & Audi
tsConduct regular call audi
tsProvide structured feedback to associat
esMaintain quality checklists and ensure adheren
ce3. Team Supervisi
onManage 3–6 Customer Service Associat
esTrack daily productivity and attendan
ceMaintain performance scorecar
dsProvide on-floor support during escalatio
ns4. Process Adheren
ceEnsure SOPs are followed consistent
lyMaintain documentation of common issues and resolutio
nsCoordinate with the tech/product team for recurring issu
es5. Reporti
ngShare daily and weekly reports o
n:First Response Ti
meResolution Ti
meEscalatio
nsCall Quality Sco
re
B. Ideal Candidate Prof
ile2–4 years of experience in customer support/operati
onsPrior experience managing a small team (3–5 people preferr
ed)Solid communication in Hindi & Engl
ishComfortable using ticketing tools (Zoho Desk / simil
ar)Basic Excel / Google Sheets ski
llsBased in Mumbai, work from the office (Verso
va)
C. BASIC DET
AILSReporting To: Head o
f CXJob T ype: Full time, Work From Of
ficeLocat ion: Versova, Andheri West, Mu