Senior Supervisor – Customer Service
Role Overview
As a Senior Supervisor – Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.
You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.
This role reports to the Head of Customer Service / Operational Leader.
Key Responsibilities
Operational Delivery & Performance
- Own delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS)
- Oversee capacity, workload, and resource allocation across teams
- Analyze performance data to identify risks and improvement opportunities
- Drive recovery plans where performance gaps are identified
- Embed standardized processes, controls, and quality frameworks
Customer Experience & Service Excellence
- Champion a customer-first mindset across all teams
- Monitor customer feedback, complaints, and service trends
- Own and resolve high-level customer and stakeholder escalations
- Ensure consistent delivery of high-quality, repeatable service experiences
People Leadership & Engagement
- Lead, coach, and develop Supervisors and frontline staff (15–60 FTE)
- Drive a high-performance and engagement culture (eNPS, retention, development)
- Conduct performance management, succession planning, and talent development
- Lead recruitment, onboarding, and capability building in collaboration with HR/L&D
- Facilitate regular 1:1s, team meetings, and feedback loops
Continuous Improvement & Transformation
- Lead and support operational improvement initiatives and transformation projects
- Use data and process insights to drive efficiency, quality, and cost (OPEX) improvements
- Promote a culture of problem-solving and continuous improvement at team level
- Contribute to broader strategic initiatives and operational roadmap delivery
Stakeholder Management & Collaboration
- Act as primary operational contact for your function
- Build strong relationships with internal teams, external partners, and vendors
- Represent the function in client interactions and cross-functional forums
- Ensure alignment with broader customer journey and business objectives
Governance, Risk & Reporting
- Ensure compliance with internal policies, audit standards (e.g. quality, ISO), and risk controls
- Produce performance reporting, dashboards, and insights for leadership
- Monitor trends, identify root causes, and track impact of changes
- Proactively identify and mitigate operational and compliance risks
Experience & Qualifications
- 3+ years’ experience leading operational teams in customer service / service environment
- Proven track record of:
- Delivering KPIs and operational results
- Managing resource planning and recovery plans
- Leading people engagement and development initiatives
- Experience in customer service and/or insurance (preferred)
- Experience leading projects (efficiency, quality, or cost improvement)
- Degree/Diploma in a related field
Skills & Capabilities
- Strong stakeholder management and communication skills
- Data-driven decision making (Excel, dashboards, qualitative data)
- Problem-solving, process improvement, and analytical thinking
- Strong organizational, planning, and prioritization skills
- Ability to lead through change and ambiguity
Leadership Behaviours
- Results-driven and accountable
- Customer-focused with continuous improvement mindset
- High integrity, professionalism, and collaboration
- Resilient, proactive, and adaptable
- Engaging leader who builds inclusive, high-performing teams
Key Competencies
- Leading Teams & Driving Engagement
- Customer Focus & Service Excellence
- Decision Quality & Data-Informed Thinking
- Managing Ambiguity & Change
- Collaboration & Communication Impact
- Action-Oriented Problem Solving
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