Supervisor - Customer Service

Recruise India Consulting; Bengaluru; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

Recruise India Consulting in Bengaluru is seeking a Senior Customer Service Operations Leader to oversee global support functions, ensure service levels, quality, and customer satisfaction. The role demands 12+ years of experience and a track record of coaching teams, managing KPIs, and delivering measurable improvements.

You will partner with cross-functional teams, handle escalations, drive process improvements, and participate in workforce planning while working US hours from the office.

Qualifications

• 12+ years in Customer Service, Contact Center Operations, Credit Operations, or related fields.

Responsibilities

• Lead and manage Customer Service operations, ensuring achievement of operational, quality, productivity, and customer satisfaction goals.
• Supervise, coach, and develop team leaders and customer service representatives to maximize performance and engagement.
• Drive accountability for KPIs including Service Levels, Quality, CSAT, NPS, Productivity, Shrinkage, Attrition, and Schedule Adherence.
• Manage daily operations, workforce utilization, queue management, and service delivery across all support channels.
• Handle high-level customer escalations and ensure timely resolution of complex customer issues.
• Analyse operational performance, identify trends, conduct root cause analysis, and implement corrective action plans.
• Lead continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality.
• Partner with cross-functional stakeholders to support strategic business objectives and operational priorities.
• Monitor compliance with company policies, regulatory requirements, client standards, and operational procedures.
• Review performance reports, operational dashboards, and business metrics to drive informed decision making.
• Conduct performance reviews, succession planning, employee development, and talent management activities.
• Support workforce planning, capacity management, resource allocation, and budgetary objectives.
• Communicate operational performance, business risks, and strategic updates to senior leadership and stakeholders.
• Foster a culture of accountability, collaboration, innovation, and customer-centricity.
• Lead special projects, change initiatives, and business transformation efforts while ensuring successful execution and measurable results.

Skills

Leadership & People Management

Coaching & Mentoring

Analytical thinking

Root cause analysis

KPI Management

Stakeholder management

Process improvement

Change management

Excellent communication

Multi-tasking

Tools

Microsoft Excel

Outlook

Word

PowerPoint

Reporting tools

Job description

Requirements

• 1. Minimum 12+ years of experience in Customer Service, Contact Center Operations, Credit Operations, Collections, Accounts Receivable, Billing Support, or related functions.
• 2. Minimum 4+ years of experience in a Supervisory or People Leadership role managing customer service operations.
• 3. Proven track record of leading high-performing teams and driving operational excellence in a customer facing environment.
• 4. Strong understanding of contact center operations, workforce management, service delivery, quality assurance, and customer experience management.
• 5. Demonstrated experience managing KPIs, including Service Levels, AHT, FRT, CSAT, NPS, Quality, Productivity, Attrition, and Schedule Adherence.
• 6. Excellent leadership, coaching, mentoring, and employee development skills.
• 7. Strong analytical, problem-solving, and decision-making abilities with expertise in root cause analysis and performance improvement.
• 8. Experience managing customer escalations and complex operational issues.
• 9. Strong stakeholder management skills with the ability to collaborate effectively across Operations, Quality, Training, Workforce Management, and Business teams.
• 10. Advanced proficiency in Microsoft Excel, Outlook, Word, PowerPoint, and reporting tools.
• 11. Excellent verbal and written communication skills with the ability to present business updates to senior leadership.
• 12. Experience driving process improvements, change management, and operational excellence initiatives.
• 13. Strong knowledge of compliance standards, risk management, and customer service best practices.
• 14. Ability to manage multiple priorities and deliver results in a fast-paced environment.
• 15. Willingness to work from the office 5 days a week and support US business hours 24/7.

Key Responsibilities

• 1. Lead and manage Customer Service operations, ensuring achievement of operational, quality, productivity, and customer satisfaction goals.
• 2. Supervise, coach, and develop team leaders and customer service representatives to maximize performance and engagement.
• 3. Drive accountability for key performance indicators including Service Levels, Quality, CSAT, NPS, Productivity, Shrinkage, Attrition, and Schedule Adherence.
• 4. Manage daily operations, workforce utilization, queue management, and service delivery across all support channels.
• 5. Handle high-level customer escalations and ensure timely resolution of complex customer issues.
• 6. Analyse operational performance, identify trends, conduct root cause analysis, and implement corrective action plans.
• 7. Lead continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality.
• 8. Partner with cross-functional stakeholders to support strategic business objectives and operational priorities.
• 9. Monitor compliance with company policies, regulatory requirements, client standards, and operational procedures.
• 10. Review performance reports, operational dashboards, and business metrics to drive informed decision making.
• 11. Conduct performance reviews, succession planning, employee development, and talent management activities.
• 12. Support workforce planning, capacity management, resource allocation, and budgetary objectives.
• 13. Communicate operational performance, business risks, and strategic updates to senior leadership and stakeholders.
• 14. Foster a culture of accountability, collaboration, innovation, and customer-centricity.
• 15. Lead special projects, change initiatives, and business transformation efforts while ensuring successful execution and measurable results.