Customer Experience Manager

Job Description: Manager: Customer Experience

Job Title: Customer Experience Supervisor

\n Role Summar

yWe are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring fast resolution, quality control, and disciplined execution by the CX team

.This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations

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\n A. Key Responsibiliti

es1. Daily Operations Manageme

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• ntMonitor inbound/outbound calls and ticket volu
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• meEnsure tickets are responded to and resolved within defined timelin
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• esEscalate critical issues to management prompt
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• lyEnsure no backlog builds
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up2. Call Quality & Audi

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• tsConduct regular call audi
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• tsProvide structured feedback to associat
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• esMaintain quality checklists and ensure adheren
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ce3. Team Supervisi

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• onManage 3–6 Customer Service Associat
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• esTrack daily productivity and attendan
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• ceMaintain performance scorecar
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• dsProvide on-floor support during escalatio
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ns4. Process Adheren

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• ceEnsure SOPs are followed consistent
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• lyMaintain documentation of common issues and resolutio
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• nsCoordinate with the tech/product team for recurring issu
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es5. Reporti

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• ngShare daily and weekly reports o
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• n:First Response Ti
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• meResolution Ti
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• meEscalatio
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• nsCall Quality Sco
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re
\n B. Ideal Candidate Prof

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• ile2–4 years of experience in customer support/operati
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• onsPrior experience managing a small team (3–5 people preferr
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• ed)Strong communication in Hindi & Engl
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• ishComfortable using ticketing tools (Zoho Desk / simil
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• ar)Basic Excel / Google Sheets ski
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• llsBased in Mumbai, work from the office (Verso
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va)
\n C. BASIC DET

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• AILSReporting To: Head o
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• f CXJob T ype: Full-Time, Work From Of
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• ficeLocat ion: Versova, Andheri West, Mu
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