Job DescriptionRole Summary:
nWe are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring rapid 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.
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

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
Solid 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

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

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