Customer Service Supervisor

Team Leader / Customer Service Supervisor

Job Summary

We are seeking an experienced Team Leader to supervise customer service executives, ensure high-quality customer support, monitor team performance, and achieve service-level objectives. The candidate will act as the first point of escalation and drive customer satisfaction through effective team management and process compliance.

Key Responsibilities

 Lead and manage a team of customer service executives. 

 Monitor daily call, email, WhatsApp, and customer support activities. 

 Allocate tasks and ensure timely resolution of customer queries. 

 Handle escalated customer complaints and critical cases. 

 Monitor team productivity, attendance, and performance metrics. 

 Ensure compliance with company policies and service standards. 

 Prepare daily, weekly, and monthly operational reports. 

 Coordinate with sales, operations, legal, and technical teams for issue resolution. 

 Assist in training and onboarding new team members. 

 Ensure customer satisfaction and continuous process improvement. 

Requirements

 Graduate in any discipline. 

 2–5 years of experience in customer service, customer support, or call center operations. 

 Minimum 1–2 years of team handling experience preferred. 

 Excellent communication and leadership skills. 

 Strong problem-solving and conflict-resolution abilities. 

 Proficiency in MS Office and CRM/Dialer software. 

Key Skills

 Team Management 

 Customer Complaint Handling 

 Performance Monitoring 

 Team Productivity 

 Employee Retention & Attendance