Customer Service Supervisor

1 day ago

Delhi Delhi, India Hammer Head Global Solutions Pvt. Ltd. Full time

**Job Title**: Customer Service Supervisor/Manager
**Location**: New Delhi, India (On-Site)

**Job Overview**:
We are seeking an experienced **Customer Service Supervisor/Manager** to lead a team for our US-based security company (Hammer Head Global Solutions Private Limited), ensuring top-notch service quality. This role focuses on team leadership, call quality audits, and performance improvement to maintain customer satisfaction.

**Key Responsibilities**:
**Team Leadership**:

- Supervise daily operations, ensuring timely responses and effective issue resolution.
- Train, coach, and motivate team members to meet performance metrics and foster a positive environment.

**Quality Assurance & Auditing**:

- Conduct regular call audits to assess compliance and service quality.
- Identify areas for improvement and implement quality standards for customer interactions.

**Performance Monitoring**:

- Track and analyze team metrics (response times, customer satisfaction).
- Create and present performance reports to identify trends and improvement areas.

**Process Improvement**:

- Streamline service workflows and improve call handling procedures.
- Collaborate across departments to resolve issues impacting customer experience.

**Escalation Handling**:

- Manage complex or escalated customer calls to ensure quick, effective resolution.

**Qualifications**:

- **Experience**: 5+ years in customer service; 2+ years in a supervisory/management role with call quality monitoring experience.
- **Skills**: Strong analytical, communication, and leadership abilities.
- **Technical**: Proficiency with CRM and call monitoring tools.
- **Education**: Bachelor’s degree in Business, Communications, or a related field preferred.

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

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift
- Morning shift
- Night shift
- Rotational shift
- US shift

**Education**:

- Bachelor's (required)

**Experience**:

- total work: 5 years (required)
- Customer Service Supervisor: 3 years (required)

**Language**:

- English (required)

**Location**:

- New Delhi, Delhi (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)

Work Location: In person

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