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.
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