As a Customer Service Supervisor , you will ensure smooth and efficient operation of Contact Centre services by providing Operational oversight, managing escalations, and serving as a subject matter expert on systems and processes, while leading and developing a high-performing team to drive service excellence.

In this role you will:

• Supervise and support Customer Service Agents and Team Leaders, providing coaching, performance management, and contributing to onboarding and upskilling initiatives.
• Ensure smooth daily operations by monitoring service metrics, managing escalations, and acting as a subject matter expert on systems, processes, and service protocols.
• Act as the key operational link between frontline teams and support functions such as Medical Services, Quality Monitoring, Training, and Workforce Management.
• Handle complex or escalated customer cases, ensuring timely resolution and effective service recovery through cross-functional coordination.
• Identify recurring service issues, recommend process enhancements, and support the review and update of Standard Operating Procedures (SOPs) and internal documentation to drive efficiency.
• Support the rollout of new initiatives, systems, and service enhancements by coordinating with stakeholders and ensuring frontline readiness.

Qualification

To be considered for the role, you must meet the below requirements:

• 12 Years schooling or equivalent.
• Experience in Commercial and Sales.
• Minimum 4 years’ experience in contact centre operations or customer service, with at least 2 years in a supervisory or team lead role.
• Experience in healthcare or medical services support is preferred for the Supervisor in medical services team.
• Proven track record in managing escalations, supporting service delivery, and contributing to process improvements.
• Strong understanding of contact centre systems, workflows, and service protocols.
• Familiarity with healthcare appointment coordination and clinical service standards.
• Excellent communication and interpersonal skills, with the ability to coach and support team members.
• Proficiency in real-time performance monitoring and escalation handling.
• Analytical mindset with the ability to identify trends and recommend improvements.

APPLY NOW