Team Supervisor - Customer Success

Team Supervisor - Customer Success: Lead our CS team, manage performance, handle escalations, and enhance satisfaction. Requires 3-5 years CS experience, 1-2 years supervisory role, strong leadership and analytics. UK hours (12:30-9:00 PM). Foster team growth while ensuring excellent service.

Ready to lead a winning team? Submit your application through MyJob or by email. Want to make an impression? Take initiative and call us for an online interview! Our team is available to chat between 2:00 PM and 3:30 PM, Monday to Saturday on +230 212 8327. Your leadership opportunity awaits!

Key Responsibilities: Lead the Servecalls Customer Success Team:

• Oversee and mentor a team of Customer Success Champions, ensuring consistent delivery of exceptional service via phone, email, and live chat
• Set performance targets, conduct regular evaluations, and provide constructive feedback to team members
• Implement training & development programs to enhance team capabilities and address skill gaps

Drive Operational Excellence:

• Monitor team performance metrics and call quality to identify improvement opportunities
• Develop and implement strategies to enhance customer satisfaction and reduce resolution times
• Create and maintain standard operating procedures for the team to follow

Champion Customer Success - The Servecalls Leadership Standard:

• Review complex customer cases and provide guidance to team members on effective resolution strategies
• Serve as an escalation point for challenging customer interactions
• Analyze customer feedback data to identify recurring issues and implement preventive measures

Foster Team Development - The Servecalls Leadership Spirit:

• Build a positive team culture that encourages collaboration, innovation, and accountability
• Identify high-potential team members and create growth opportunities
• Facilitate cross-departmental communication to ensure seamless customer experiences

Drive Continuous Improvement - The Servecalls Leadership Advantage:

• Stay current with industry trends and best practices in customer service leadership
• Implement innovative approaches to enhance team efficiency and effectiveness
• Contribute to strategic planning and goal-setting for the customer success department

What we need from you:

• 1-3 years Customer Service Experience (Call Centre preferred) in a supervisory role
• Team Leadership Skills: Proven ability to motivate, mentor, and develop customer service professionals
• Performance Management Expertise: Experience setting KPIs, monitoring metrics, and driving improvements
• English Master (written & verbal): Exceptional communication skills for coaching team members and handling escalations
• Strategic Problem-Solver: Ability to identify root causes and implement effective solutions
• Data Analyst: Skilled at interpreting customer service metrics and translating them into actionable insights
• Change Management Pro: Experience implementing new processes and guiding teams through transitions
• Shifting Sands: Flexible schedule (shifts, weekends, holidays) Work hours: UK Office Hours + weekend work

Work Environment:

• Full-Time Schedule: This is a full-time position requiring you to work five days a week, Monday through Saturday with occasional overtime
• UK Hours: The work hours will follow UK time, running from 12:00 PM to 9:00 PM daily.
• Plaine Lauzun Call Centre: You'll be based at our vibrant call centre located in the Industrial Zone of Plaine Lauzun, Mauritius, leading a dedicated team of Customer Success Champions.
• Commute Support: To help ease your daily commute, we offer commute assistance in certain regions of Mauritius (conditions may apply).

Compensation: We offer a competitive salary, comprehensive benefits package, overtime opportunities, and clear pathways for career advancement. If you are a driven, results-oriented leader who is passionate about developing teams and delivering exceptional customer service, we encourage you to apply.

 Company Overview: At Servecalls Ltd., we're the bridge between offshore outsourcing and onshore results. We are a leading provider of Business Process Outsourcing (BPO) services, dedicated to exceptional customer service for our clients. Integrity, teamwork, and a commitment to excellence are core values at Servecalls. As a Team Supervisor, you'll play a crucial role in shaping our customer success strategy and developing the next generation of customer service professionals.