Call Centre Supervisor (India)

Call Centre Supervisor Location: Ahmedabad Experience: 6-10 years Responsible for supervising daily operations of the CCRS call centre, ensuring efficient handling of citizen complaints, accurate ticket registration, SLA compliance, and coordination with municipal departments for timely resolution. Key Responsibilities: - Monitor day-to-day call centre operations and manage inbound call traffic. - Ensure minimal waiting time, high call answer rate, and accurate complaint registration in the CCRS system. - Manage shift rosters, staffing levels, and agent attendance. - Oversee the complaint lifecycle including registration, categorization, department assignment, resolution, and citizen feedback. - Monitor SLA timelines, track pending complaints, and escalate delays to relevant authorities. - Conduct call quality checks and ensure agents follow proper communication and complaint-handling protocols. - Prepare daily, weekly, and monthly operational reports on calls, complaints, SLA compliance, and agent productivity. - Coordinate with municipal departments for timely complaint resolution. - Ensure proper functioning of CCRS systems, IVR, dialer, SMS, WhatsApp, and mobile complaint applications. Key Performance Indicators (KPIs): - Call Answer Rate: ≥95% - Complaint Registration Accuracy: ≥98% - SLA Compliance: ≥90% - Call Quality Score: ≥90% - Citizen Satisfaction Rating: ≥4/5 Required Skills: - Team leadership and supervision - Citizen grievance handling - Data analysis and reporting - Knowledge of CRM/complaint management systems - Communication in Gujarati, Hindi, and English Job Type: Full time Pay: ₹40,000.00 - ₹60,000.00 per month Work Location: In person