Job Title -Customer Service Supervisor Toll Free Desk

Business Unit -Unsecured Lending

Reporting To -Service Desk Manager

Role Purpose

The Customer Service Supervisor – Toll Free Desk is responsible for managing day-to-day operations of the toll-free customer service team handling inbound customer calls for the Unsecured Lending business. The role is accountable for ensuring high service standards, timely query resolution, team productivity, and superior customer experience while managing a team of approximately 10–15 customer service agents.

Key Responsibilities

1. Team Supervision & Floor Management
- Manage and supervise a team of 10–15 customer service agents handling toll-free inbound calls
- Monitor real-time floor activities, agent availability, and call handling efficiency
- Conduct daily team huddles, briefing sessions, and performance reviews
- Ensure discipline, attendance, and roster adherence within the team

2. Customer Service Operations
- Ensure timely and accurate resolution of customer queries related to:
- Loan details
- EMI and repayment
- Loan status




- Statements and service requests
- Basic complaint handling
- Drive first-call resolution and customer satisfaction

3. SLA & Productivity Management
- Monitor operational KPIs including:
- Average Handling Time (AHT)
- Service Level (SL)
- Call quality
- Agent productivity
- Call abandonment
- Ensure adherence to defined TATs and service standards

4. Escalation Handling
- Handle customer escalations and difficult calls professionally
- Coordinate with Complaint Desk and internal departments for issue resolution
- Ensure proper follow-up and closure of pending cases

5. Quality & Compliance Monitoring
- Ensure agents follow approved call scripts and compliance guidelines
- Monitor customer interactions to maintain service quality standards
- Prevent misinformation and non-compliant communication

6. Coaching & Team Development
- Identify performance and behavioural gaps within the team
- Pro

📌 Customer Service Supervisor (Bengaluru)
🏢 Muthoot Finance
📍 Bengaluru