Supervisor, Client Contact

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Supervisor, Client Contact based in India.

This role offers the opportunity to lead customer support operations and build high-performing service teams within a global environment. You will oversee contact center activities, ensuring exceptional customer experiences, operational efficiency, and consistent service quality. The position combines people leadership, performance management, process improvement, and customer relationship management. You will coach and develop teams while collaborating with internal stakeholders to improve service delivery and customer satisfaction. This is an impactful opportunity for an experienced customer operations professional who enjoys solving challenges and empowering teams. The ideal candidate will bring strong leadership skills, analytical thinking, and a passion for delivering outstanding client support.

Accountabilities:: The Supervisor, Client Contact will oversee customer service teams, drive operational performance, and ensure high-quality service delivery while supporting continuous improvement initiatives.

Manage one or more customer service teams handling customer inquiries and issues through phone, email, and other communication channels.

Monitor daily operations to ensure compliance with service level agreements, quality standards, and internal procedures.

Promote professional, responsive, and customer-focused support experiences that build strong client relationships.

Ensure appropriate team coverage by managing schedules, workload distribution, and operational priorities.

Act as an escalation point for complex customer issues, ensuring timely resolution and effective communication.

Evaluate customer interactions, provide performance feedback, and support representatives in improving service quality.

Communicate with clients, vendors, and internal departments to maintain service excellence and customer satisfaction.

Conduct performance reviews, support hiring activities, and contribute to team development initiatives.

Provide coaching and mentoring to supervisors, team leads, and customer service representatives.

Identify and implement process improvements to increase efficiency and improve customer outcomes.

Track and report contact center performance metrics, including quality, productivity, customer satisfaction, and service objectives.

Support senior customer service leadership as needed and contribute to broader operational initiatives.

Requirements:

The ideal candidate will have experience in customer service operations and team leadership, with strong communication skills and the ability to manage performance in a fast-paced contact center environment.

Bachelor’s degree or equivalent combination of education, training, and professional experience preferred.

Minimum of 3 years of experience in a call center, customer service, or related service industry environment.

Previous supervisory or team leadership experience managing customer support teams.

Strong knowledge of customer service operations, products, services, and business processes.

Excellent verbal and written communication skills with the ability to engage effectively with customers, teams, and stakeholders.

Strong customer-focused mindset with a commitment to delivering high-quality service experiences.

Ability to lead, motivate, and manage large teams effectively.

Experience with workforce management practices, scheduling tools, and quality monitoring systems.

Strong problem-solving, decision-making, and root cause analysis skills.

Ability to identify process improvement opportunities and support operational enhancements.

Strong interpersonal skills and the ability to build positive working relationships.

Proficiency with Microsoft Office and standard business software applications.

Ability to work independently while collaborating effectively within a team environment.

Benefits:

Opportunity to work in an international and collaborative environment.

Fully remote work option with required equipment provided.

Access to online learning platforms and professional development resources.

Opportunities for career growth and continuous skill development.

Supportive workplace culture focused on collaboration, respect, and teamwork.

Opportunity to participate in social initiatives and community-focused projects.

Exposure to global customer operations and innovative service environments.

Professional growth opportunities within a growing organization.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1