Customer Care Unit Supervisor

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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