Supervisor, Customer Service

Overview

Supervisor role leading Customer Care Team Leaders in the Bangalore Customer Support Center, handling escalated inbound customer care issues and coordinating operational resources.

What you'll do

• Provide direct floor and personnel leadership to Customer Care Team Leaders.
• Handle escalated customer care issues through direct action or referral to the proper individual or department.
• Coordinate site resources for resolution of system-related problems and give specific feedback to other departments to identify and resolve open issues.
• Build strong relationships and maintain effective communication with internal stakeholders, global peer groups and customers to enhance the customer experience.
• Conduct regular stakeholder meetings to review operational metrics, process performance and business stability.
• Analyze staffing requirements against business volumes and identify opportunities to optimize operational efficiency.
• Lead and support Team Leads through coaching, guidance and performance management aligned to organizational goals and KPIs.
• Monitor team productivity and provide constructive feedback to improve employee performance and engagement.
• Partner with management on employee development, annual reviews, recognition and disciplinary processes.
• Coordinate daily workload activities with cross-functional teams to ensure smooth operational flow and timely order processing.
• Assess operational issues, determine escalation requirements and ensure timely resolution.
• Investigate customer complaints, identify root causes and collaborate with relevant departments to implement corrective actions.
• Deliver training and coaching for Customer Care Representatives (CCRs) in accordance with company policies and service standards.
• Support initiatives to improve customer experience, service alignment and operational processes.
• Establish performance standards and goals for CCRs to support customer care excellence and retention objectives.
• Assist in recruitment and hiring activities to meet Customer Care team requirements.
• Contribute to best practices that improve efficiency, reduce costs and enhance customer satisfaction.
• Develop training programs and personal development plans to support employee growth and service excellence.
• Prepare and maintain timely operational and customer care reports for leadership review.
• Perform additional duties and special projects as assigned.
• Embrace PPI and take part in team-driven improvement actions, quality improvement teams and cooperative efforts across departments and internal customers.

What you'll need

• Bachelor's degree (Arts, Science, Commerce, Business Administration) preferably.
• 10+ years of successful Customer Care experience and 4 years of experience leading customer experience.
• Experience dealing with all traditional order processing.
• Strong communication, stakeholder and people management skills.
• Customer-focused mindset with continuous improvement orientation.
• Strong knowledge of Customer Care order entry, Quality and Workforce Management systems, including Oracle, SAP and other platforms.
• Extensive knowledge of personal computer applications such as Microsoft Office, including Visio, Excel, Macros and PowerPoint.

Details

• Location: Bangalore, India.
• Work schedule: Standard, Monday to Friday.
• Environmental conditions: Office.