Cencora seeks a Customer Service Supervisor in Pune to manage daily queue operations across multiple channels, oversee team performance and staffing, and drive process improvements while maintaining service standards and compliance requirements.

Responsibilities

- Supervise queue management across phone, email, chat, and case workflows to meet response and accuracy targets
- Lead customer escalation resolution by identifying root causes and confirming timely closure
- Oversee staffing plans, scheduling, and real-time adjustments to maintain coverage and service levels
- Coach team members, conduct performance reviews, and support career development initiatives
- Implement process improvements and coordinate with IT, logistics, and commercial teams on service issues

Requirements

- Bachelor's degree in business administration, operations management, supply chain, or communications
- 3+ years in customer service operations, contact center supervision, or order management
- Less than 2 years management experience preferred
- ITIL 4, Lean Six Sigma Green Belt, COPC, PMP, or PRINCE2 certification preferred

📌 Supervisor, Customer Service (Pune)
🏢 Cencora
📍 Pune