This job is provided by apna.co 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

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
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
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
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
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
Coaching & Team Development
Identify performance and behavioural gaps within the team
Provide regular coaching and feedback to age

📌 Management Trainee (Bengaluru)
🏢 The Muthoot Group
📍 Bengaluru