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 quick 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

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Ensure tickets are responded to and resolved within defined timelines

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Escalate critical issues to management promptly

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Ensure no backlog builds up

/n /n 2. Call Quality & Audits /n /n
Conduct regular call audits

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Provide structured feedback to associates

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Maintain quality checklists and ensure adherence

/n /n 3. Team Supervision /n /n
Manage 3–6 Customer Service Associates

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Track daily productivity and attendance

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Maintain performance scorecards

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Provide on-floor support during escalations

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Process





Adherence /n /n
Ensure SOPs are followed consistently

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Maintain documentation of common issues and resolutions

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Coordinate with the tech/product team for recurring issues

/n /n 5. Reporting /n /n
Share daily and weekly reports on:

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First Response Time

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Resolution Time

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Escalations

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Call Quality Score

/n /n Ideal Candidate Profile /n /n
2–4 years of experience in customer support/operations

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Prior experience managing a small team (3–5 people preferred)

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Solid communication in Hindi & English

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Comfortable using ticketing tools (Zoho Desk / similar)

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Basic Excel / Google Sheets skills

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Based in Mumbai, work from the office (Versova)

/n /n BASIC DETAILS /n /n
Reporting To: Head of CX

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Job Type: Full time, Work From Office

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Location: Versova, Andheri West, Mumbai

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📌 Junior Customer Experience Mumbai
🏢 QubeHealth-Pay
📍 Mumbai