Job Description

Role Summary:

n

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.

n

This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations.

n

Key Responsibilities:

n

1. Daily Operations Management

n

n
- Monitor inbound/outbound calls and ticket volume
n
- Ensure tickets are responded to and resolved within defined timelines
n
- Escalate critical issues to management promptly
n
- Ensure no backlog builds up
n

n

2. Call Quality & Audits

n

n
- Conduct regular call audits
n
- Provide structured feedback to associates
n
- Maintain quality checklists and ensure adherence
n

n

3. Team Supervision

n

n
- Manage 3–6 Customer Service Associates
n
- Track daily productivity and attendance
n
- Maintain performance scorecards
n
- Provide on-floor support during escalations
n

n

4.



Process Adherence

n

n
- Ensure SOPs are followed consistently
n
- Maintain documentation of common issues and resolutions
n
- Coordinate with the tech/product team for recurring issues
n

n

5. Reporting

n

n
- Share daily and weekly reports on:
n
- First Response Time
n
- Resolution Time
n
- Escalations
n
- Call Quality Score
n

n

Ideal Candidate Profile

n

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

n

BASIC DETAILS

n

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

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