Customer Care Supervisor

2 days ago

Thiruvananthapuram Kerala, India LILO Full time

**Job Title**: Customer Care Supervisor (English Voice Process)

**Location**: Technopark, Trivandrum

**Job Type**: Full-time, Immediate Joining

**Projects**: UAE-based

We are seeking a **Customer Care Supervisor** with a proven track record in leading and managing call center teams for our UAE-based projects. This role offers a unique opportunity to lead and build a team of customer care executives, ensuring top-notch service delivery.

**Key Responsibilities**:

- Lead, mentor, and manage a team of junior call center executives to achieve performance goals.
- Monitor team performance, provide regular feedback, and implement training programs to enhance efficiency.
- Oversee daily operations of the call center, ensuring adherence to service level agreements (SLAs).
- Handle escalated customer queries, ensuring timely resolution and customer satisfaction.
- Collaborate with management to develop and implement strategies for process improvement.
- Prepare and present performance reports and analytics to stakeholders.
- Schedule and manage staff to ensure 24/7 availability, working on rotational shifts.
- Foster a positive work environment that promotes team collaboration and professional growth.

**Qualifications**:

- Minimum **5 years of total experience** in customer care or call center operations.
- At least **2 years of experience as a Lead or Supervisor** in a call center environment.
- Exceptional communication skills in **English** (verbal and written).
- Communication skills in Hindi is an additional advantage.
- Strong leadership and team-building capabilities.
- Ability to handle high-pressure situations and make sound decisions.
- Proficiency in using CRM tools and reporting software is an advantage.
- Flexibility to work in rotational shifts.

**What We Offer**:

- Competitive salary and benefits package.
- Opportunity to work on international projects based in the UAE.
- Dynamic and inclusive work environment at Technopark, Trivandrum.
- Professional growth and career advancement opportunities.

**Job Types**: Full-time, Fresher

Pay: ₹25,000.00 - ₹38,000.00 per month

**Benefits**:

- Flexible schedule
- Provident Fund

Schedule:

- Rotational shift

**Education**:

- Bachelor's (preferred)

Work Location: In person

Expected Start Date: 02/12/2024

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