Customer Service Supervisor

Location

Mohali, Punjab, India

Salary

Not specified

Company

Akash pawar

Job description

Role & Company / Project Overview: Hunting Cherry is seeking an experienced, people-focused Customer Service Supervisor to lead, coach, and support the customer service operations team. Key Responsibilities & Daily Duties: • Supervise team operations and conduct regular performance monitoring • Manage and resolve complex customer escalations effectively • Provide ongoing coaching, mentoring, and team development • Oversee quality management and maintain adherence to service level agreements (SLAs) • Track, compile, and present reporting and operational updates • Identify workflow bottlenecks and implement continuous process improvements Required Qualifications, Skills & Experience: • Experience: 2 to 5 years of experience in Customer Service, Contact Centre, or Helpdesk environments • Supervisory Experience: Proven background in team handling and supervision • Functional Expertise: Strong communication and escalation management skills • Metric / KPI Knowledge: Comprehensive understanding of AHT, CSAT, SLA, Quality, Productivity, and Resolution Rate • Technical Tools: Proficiency in MS Excel, CRM platforms, and ticketing systems Working Hours, Shifts & Location Details: • Location: Mohali, Punjab, India (Tricity area) • Shift Timings: Rotational shifts, if required Application Instructions: • Interested candidates can forward their CVs to the designated recruitment email address.