Posted:1 month ago|
Platform:
Work from Office
Full Time
Role Summary The Contact Center Supervisor is responsible for leading day-to-day voice and non-voice support operations with a focus on IT services across healthcare, fintech, and retail clients. The role ensures high service delivery standards, manages frontline teams, and enforces best practices to consistently meet SLAs and compliance standards. Key Responsibilities Supervise L1/L2 support agents handling customer queries, incident logging, and request fulfillment across multiple channels. Schedule and monitor shifts to ensure 24x7 coverage as per client needs. Ensure SLA adherence on response/resolution and customer experience benchmarks. Provide coaching and handle escalations to improve agent productivity and performance. Conduct regular floor audits and feedback sessions to ensure process compliance. Coordinate with IT, HR, and Compliance teams to maintain operational readiness. Drive weekly reporting, shift reviews, and team performance huddles. Preferred Background 8+ years of contact center operations experience, including 3+ years in supervisory roles. Proven delivery experience in IT-enabled customer service within healthcare, fintech, or retail domains. Familiarity with HIPAA, PCI-DSS, or retail compliance practices is highly desirable. Strong in managing ticketing platforms (ServiceNow, Zendesk, Freshdesk) and call center tools (Five9, Genesys, Avaya). Excellent communication, problem-solving, and people leadership skills.
Relevantz Technology Services
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