: Manager: Customer Experience Job Title: Customer Experience Supervisor Role Summar 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)Robust 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 Type: Full time, Work From Of
ficeLocation: Versova, Andheri West, Mu mbai

📌 Client Relations Team Lead Mumbai
🏢 QubeHealth-Pay
📍 Mumbai