Contact Center Supervisor

2 days ago

Mumbai, Maharashtra, India arrivia Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Now Hiring: Supervisor – Cruise (Contact Center Background)

We are looking for an experienced and dynamic Supervisor to lead our Cruise Customer Service team. The ideal candidate will have a strong background in contact center operations, with proven experience in driving both service and sales performance.

Role Overview:

As a Supervisor, you will provide leadership, coaching, and support to a team of Customer Service Agents. You'll ensure operational excellence, foster engagement, and uphold company standards while delivering exceptional customer experiences.

Key Responsibilities:

  • Lead, coach, and motivate agents to achieve performance targets and KPIs.
  • Provide regular feedback, recognize achievements, and address areas for improvement.
  • Oversee daily operations to ensure quality service delivery and efficiency.
  • Conduct performance reviews, manage attendance, and maintain documentation.
  • Support onboarding, training, and skill development for team members.
  • Handle customer escalations and ensure prompt, effective resolution.
  • Maintain compliance with company policies and regulatory standards.
  • Promote a positive, inclusive, and high-performance team culture.
  • Collaborate across departments and contribute to process improvements.

Requirements:

  • Proven supervisory experience in a contact center environment.
  • Strong leadership, coaching, and communication skills.
  • Demonstrated success in achieving service and sales targets.
  • Proficiency in MS Office and CRM/call center technologies.
  • Excellent command of written and spoken English.
  • Flexibility to work US business hours.

Preferred:

  • 2+ years of leadership or sales management experience.
  • Background in the travel, cruise, or hospitality industry.

If you are passionate about leading teams, delivering exceptional service, and driving results in a fast-paced contact center environment, we'd like to hear from you.

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