Job Description
Role Summary:
nWe 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.
nThis is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations.
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nKey Responsibilities:
n1. Daily Operations Management
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- Monitor inbound/outbound calls and ticket volumen
- Ensure tickets are responded to and resolved within defined timelinesn
- Escalate critical issues to management promptlyn
- Ensure no backlog builds upn

n2. Call Quality & Audits
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- Conduct regular call auditsn
- Provide structured feedback to associatesn
- Maintain quality checklists and ensure adherencen

n3. Team Supervision
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- Manage 3–6 Customer Service Associatesn
- Track daily productivity and attendancen
- Maintain performance scorecardsn
- Provide on-floor support during escalationsn

n4.



Process Adherence
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- Ensure SOPs are followed consistentlyn
- Maintain documentation of common issues and resolutionsn
- Coordinate with the tech/product team for recurring issuesn

n5. Reporting
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- Share daily and weekly reports on:n
- First Response Timen
- Resolution Timen
- Escalationsn
- Call Quality Scoren

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

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nBASIC DETAILS
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- Reporting To: Head of CXn
- Job Type: Full time, Work From Officen
- Location: Versova, Andheri West, Mumbain

📌 Junior Customer Experience (Mumbai)
🏢 QubeHealth-Pay
📍 Mumbai