Customer Services Supervisor

3 weeks ago

Surat, Gujarat, India Aviation Indeed Full time

Job Title Customer Services Supervisor Location Ahmedabad India Job Purpose As a Customer Services Supervisor at Qatar Airways Contact Centre you will lead and develop a team of Customer Service Agents to deliver exceptional customer experiences across multiple channels telephone email web chat fax and face-to-face You will be responsible for team training performance management workflow monitoring and driving revenue through effective cross-selling and upselling of products Key Responsibilities Supervise and support a team of Customer Service Agents to ensure service excellence Train new and existing team members on Airways products policies and procedures Monitor daily workflow to ensure adherence to processes and quality standards Coach and guide team members conduct call evaluations and provide constructive feedback Prepare and review probation reports and performance improvement plans Handle escalated customer queries and complex issues efficiently Drive revenue generation through upselling cross-selling and promoting Airways services Analyze team performance reports and identify training needs to enhance efficiency Ensure compliance with fraud prevention procedures and company policies Supervise shifts ensure floor presence and assist agents in real-time problem-solving Meet and exceed KPIs as outlined in the Contact Centre KPI scorecard CSAT AHT Shrinkage Attrition Rostering Absenteeism Handle customer complaints in line with company guidelines Qualifications Experience Minimum 2 years of documented Team Lead Supervisor experience in a contact centre environment Strong understanding of team performance metrics CSAT AHT Shrinkage Attrition Rostering Absenteeism Excellent communication leadership and coaching skills Ability to handle escalations manage workflows and drive team perform Note Aviation Indeed does not charge any fees for interviews or recruitment from candidates Report any fraudulent incident to info aviationindeed com

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