Call Center Supervisor

Company Description HighQ Consultancy is India's travel growth ecosystem, focused on helping students, freelancers, and travel businesses become industry-ready, income-ready, and business-scale-ready. The organization leverages education technology and its TAP platform to deliver practical, market-focused learning and support. Team members collaborate with a diverse range of travel professionals and enterprises, contributing to skill development and business growth across the sector. Working at HighQ Consultancy offers exposure to innovative edtech solutions, evolving travel trends, and a mission-driven environment centered on professional advancement.
Role Description The Call Center Supervisor role at HighQ Consultancy is a full-time, on-site position based in Gurugram. The supervisor oversees daily call center operations, including managing team schedules, monitoring call queues, and ensuring adherence to service standards and policies. Responsibilities include guiding and coaching call center agents, handling escalated customer interactions, and supporting high levels of customer satisfaction. The role involves reviewing performance metrics, identifying process improvements, and preparing regular reports on team productivity and service quality. The supervisor collaborates with management and other departments to align call center activities with organizational goals and to implement training or initiatives that enhance customer experience.
Qualifications

• Strong supervisory skills and team management experience, with the ability to lead, motivate, and develop call center agents.
• Demonstrated focus on customer satisfaction, including handling escalations and maintaining a customer-centric approach.
• Solid analytical skills to interpret performance data, identify trends, and recommend operational improvements.
• Excellent communication skills, both verbal and written, with the ability to provide clear feedback and collaborate across teams.
• Prior experience in a call center or customer service environment, preferably in a supervisory or lead role.
• Familiarity with call center technologies, CRM tools, and reporting systems.
• Ability to work on-site in Gurugram and manage shifts as required by business needs.
• Bachelor's degree in any discipline or equivalent relevant experience; experience in travel, consulting, or edtech is an advantage.