Supervisor, Customer Service

AmerisourceBergen Corporation; Pune District; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Cencora in Pune, India is seeking an experienced Supervisor, Customer Service to manage daily queue operations across phone, email, chat, and case workflows.

You will lead escalations, oversee staffing, coach team members, implement process improvements, and ensure training and knowledge articles stay current. A Bachelor's degree and 3+ years in customer service operations are required; ITIL/Lean Six Sigma etc are preferred.

Qualifications

• Bachelor's degree in business administration, operations management, supply chain, communications, or a related field.
• 3+ years of experience in customer service operations or contact center supervision.
• Experience in coaching, performance reviews, and career development.

Responsibilities

• Supervises daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards.
• Leads resolution of customer escalations by diagnosing root causes and directing corrective actions.
• Oversees staffing plans, schedule adherence, timekeeping, and real-time adjustments to maintain coverage and contracted service levels.
• Leads coaching, performance reviews, corrective actions, and career development to strengthen capability and support talent decisions.
• Implements approved process changes and continuous improvement initiatives, ensuring training and knowledge articles are updated before deployment.
• Oversees documentation quality, compliance activities, and audit requests to preserve policy, control, and data integrity requirements.
• Leads cross-functional coordination with IT, logistics, and commercial partners to resolve service interruptions and support program and launch readiness.

Skills

Queue management

Customer service operations

Supervision

Cross-functional coordination

Process improvement

Education

Bachelor's degree

Tools

ITIL

Lean Six Sigma

COPC

PMP

PRINCE2

Job description

## Supervisor, Customer ServiceApply: Pune, India: Full time: Posted Today: R2616045Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!# **Job Details**This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.Supervises daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards.Leads resolution of customer escalations by diagnosing root causes, directing corrective actions, and confirming closure within agreed timelines.Oversees staffing plans, schedule adherence, timekeeping, and real-time adjustments to maintain coverage and contracted service levels.Leads coaching, performance reviews, corrective actions, and career development to strengthen capability and support talent decisions.Implements approved process changes and continuous improvement initiatives, ensuring training and knowledge articles are updated before deployment.Oversees documentation quality, compliance activities, and audit requests to preserve policy, control, and data integrity requirements.Leads cross-functional coordination with IT, logistics, and commercial partners to resolve service interruptions and support program and launch readiness..Bachelor's degree in business administration, operations management, supply chain, communications, or a related field required.3+ years of experience in customer service operations, contact center supervision, order management, or a related field required.Less than 2 years of experience in a management capacity preferred.Certification in ITIL 4 Managing Professional (or ITIL 4 Foundation), Lean Six Sigma Green Belt, COPC Certified Professional Manager, Project Management Professional, PRINCE2 Practitioner or equivalent certification preferred.