Job Description

About the role

The CCU Supervisor will lead and oversee the entire Customer Care Unit, including Team Leaders, Agents, and the Quality Assurance / Learning & Development (QA/L&D) team. This role is responsible for driving operational excellence, ensuring high service quality, and achieving customer satisfaction targets. The ideal candidate will be a strong leader with a proven track record in managing high-volume service operations.

What You Will Do

• Supervise, mentor, and motivate CCU Team Leaders, Agents, and QA/L&D staff to meet SLAs and performance targets.

• Design, implement, and refine support workflows, policies, and tools to improve efficiency and customer experience.

• Manage escalated customer cases, ensuring timely and satisfactory resolution.

• Organize onboarding and ongoing training to enhance product knowledge, soft skills, and problem-solving abilities.

• Monitor KPIs such as CSAT, NPS, response time, and resolution time; prepare regular performance reports.

• Collaborate with cross-functional teams (Product, Operations, Brand, Marketing, Legal) to address feedback and prevent recurring issues.

• Oversee helpdesk, telephony, WhatsApp, and ticketing systems for optimal case tracking and resolution.

• Analyze support data to identify trends and opportunities for proactive service improvement.

• Investigate customer complaints directed to regulators and determine appropriate actions for both service providers and customers.

What You Will Need

• Bachelor’s degree in Business, Communications, or a related field.

• Minimum 5 years’ experience in customer service, including at least 2 years in a managerial role.

• Strong leadership, interpersonal, and conflict resolution skills.

• Proficiency in customer service software and CRM tools.

• Excellent verbal and written communication skills.

• Analytical mindset with the ability to generate actionable insights.

• Ability to thrive in high-pressure, high-volume environments.