Job Description

Job Title: Customer Services Supervisor
Location: Ahmedabad, India Job Purpose
As a Customer Services Supervisor at Qatar Airways Contact Centre, you will lead and develop a team of Customer Service Agents to deliver exceptional customer experiences across multiple channels (telephone, email, web chat, fax, and face-to-face). You will be responsible for team training, performance management, workflow monitoring, and driving revenue through effective cross-selling and upselling of products. Key Responsibilities
Supervise and support a team of Customer Service Agents to ensure service excellence.
Train new and existing team members on Airways products, policies, and procedures.
Monitor daily workflow to ensure adherence to processes and quality standards.
Coach and guide team members, conduct call evaluations, and provide constructive feedback.
Prepare and review probation reports and performance improvement plans.
Handle escalated customer queries and complex issues efficiently.
Drive revenue generation through upselling, cross-selling, and promoting Airways services.
Analyze team performance reports and identify training needs to enhance efficiency.
Ensure compliance with fraud prevention procedures and company policies.
Supervise shifts, ensure floor presence, and assist agents in real-time problem-solving.
Meet and exceed KPIs as outlined in the Contact Centre KPI scorecard (CSAT, AHT, Shrinkage, Attrition, Rostering, Absenteeism).
Handle customer complaints in line with company guidelines. Qualifications & Experience
Minimum 2 years of documented Team Lead / Supervisor experience in a contact centre environment.
Strong understanding of team performance metrics: CSAT, AHT, Shrinkage, Attrition, Rostering, Absenteeism.
Excellent communication, leadership, and coaching skills.
Ability to handle escalations, manage workflows, and drive team perform.
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Skills Required