Role Summary:
We are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring fast 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.

Key Responsibilities:
1. Daily Operations Management
Monitor inbound/outbound calls and ticket volume
Ensure tickets are responded to and resolved within defined timelines
Escalate critical issues to management promptly
Ensure no backlog builds up
2. Call Quality & Audits
Conduct regular call audits
Provide structured feedback to associates
Maintain quality checklists and ensure adherence
3. Team Supervision
Manage 3–6 Customer Service Associates
Track daily productivity and attendance
Maintain performance scorecards
Provide on-floor support during escalations
4.



Process Adherence
Ensure SOPs are followed consistently
Maintain documentation of common issues and resolutions
Coordinate with the tech/product team for recurring issues
5. Reporting
Share daily and weekly reports on:
First Response Time
Resolution Time
Escalations
Call Quality Score

Ideal Candidate Profile
2–4 years of experience in customer support/operations
Prior experience managing a small team (3–5 people preferred)
Strong communication in Hindi & English
Comfortable using ticketing tools (Zoho Desk / similar)
Basic Excel / Google Sheets skills
Based in Mumbai, work from the office (Versova)

BASIC DETAILS
Reporting To: Head of CX
Job Type: Full time, Work From Office
Location: Versova, Andheri West, Mumbai

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