Customer Engagement Supervisor - Pune

Cencora is hiring a Customer Engagement Supervisor to lead operations at its office in Pune. This role involves overseeing customer service delivery, managing team performance, driving issue resolution, and maintaining service quality standards for healthcare sector accounts.

Key Responsibilities:

• Supervise daily operations of the customer engagement team, ensuring prompt and high-quality response handling.
• Monitor service metrics, agent performance, and workflow efficiency to align with organizational standards.
• Resolve escalated customer queries and collaborate with internal departments to address operational bottlenecks.
• Coach, train, and mentor customer service representatives to foster continuous professional development.
• Analyze feedback and process operational reports to recommend enhancements in customer experience workflows.

Candidate Requirements:

• Bachelor's degree in business administration, operations management, or a related field.
• Minimum 5 years of experience in customer service operations, contact centers, or client support roles, including direct supervisory experience.
• Strong team leadership, conflict resolution, and operational management skills.
• Proficiency in CRM platforms and customer support tracking systems.