Customer Service Supervisor

Job Title -Customer Service Supervisor Toll Free Desk

**Business Unit -**Unsecured Lending

**Reporting To -**Service Desk Manager

Role Purpose

The Customer Service Supervisor – Toll Free Desk is responsible for managing day-to-day operations of the toll-free customer service team handling inbound customer calls for the Unsecured Lending business. The role is accountable for ensuring high service standards, timely query resolution, team productivity, and superior customer experience while managing a team of approximately 10–15 customer service agents.

Key Responsibilities

1. Team Supervision & Floor Management

• Manage and supervise a team of 10–15 customer service agents handling toll-free inbound calls
• Monitor real-time floor activities, agent availability, and call handling efficiency
• Conduct daily team huddles, briefing sessions, and performance reviews
• Ensure discipline, attendance, and roster adherence within the team

2. Customer Service Operations

• Ensure timely and accurate resolution of customer queries related to:
• Loan details
• EMI and repayment
• Loan status
• Statements and service requests
• Basic complaint handling
• Drive first-call resolution and customer satisfaction

3. SLA & Productivity Management

• Monitor operational KPIs including:
• Average Handling Time (AHT)
• Service Level (SL)
• Call quality
• Agent productivity
• Call abandonment
• Ensure adherence to defined TATs and service standards

4. Escalation Handling

• Handle customer escalations and difficult calls professionally
• Coordinate with Complaint Desk and internal departments for issue resolution
• Ensure proper follow-up and closure of pending cases

5. Quality & Compliance Monitoring

• Ensure agents follow approved call scripts and compliance guidelines
• Monitor customer interactions to maintain service quality standards
• Prevent misinformation and non-compliant communication

6. Coaching & Team Development

• Identify performance and behavioural gaps within the team
• Provide regular coaching and feedback to agents
• Coordinate with Training and Quality teams for refresher sessions

7. MIS & Reporting

• Maintain daily productivity and attendance reports
• Share operational updates and escalation reports with management
• Track trends and recommend improvements in service operations

8. Cross-Functional Coordination

• Coordinate with:
• Complaint Desk
• Operations Team
• IT Support Team
• Quality & Training Team
• Ensure smooth customer servicing and issue resolution

Key Skills & Competencies

• Strong team handling and supervisory skills
• Good communication and customer handling ability
• Knowledge of call center operations and customer service processes
• Ability to manage escalations and pressure situations
• Strong monitoring and reporting skills
• Customer-centric and process-oriented approach

Experience & Qualifications

• 3–6 years of experience in customer service or call center operations
• Minimum 1–2 years in a supervisory or team handling role
• Experience in BFSI / NBFC / Banking preferred
• Graduate mandatory

Span of Control

• 10–15 Customer Service Agents

Success Metrics

• SLA and service level adherence
• Team productivity and occupancy
• Customer satisfaction scores
• Reduction in escalations and repeat calls
• Quality and compliance scores
• Team attendance and attrition control