Job Description: Level 1 – SOCC Supervisor
We are looking for a SOCC Supervisor to lead a team of Customer Support Representatives supporting surveillance-based event management operations for our US clients. The role involves overseeing daily operations, managing escalations, ensuring service quality, and driving team performance.
Roles & Responsibilities
- Supervise and support a team of Customer Support Representatives.
- Monitor daily operations and ensure adherence to processes and service standards.
- Handle operational escalations and ensure timely resolution of incidents.
- Track team performance, productivity, attendance, and quality metrics.
- Conduct coaching, training, and performance feedback sessions.
- Prepare operational reports and communicate updates to management.
- Collaborate with internal teams to improve service delivery and operational efficiency.
- Ensure compliance with company policies and client requirements.
Qualifications & Skills
- Bachelor's Degree or Diploma in Computer Systems, IT, or a related field preferred.
- Prior supervisory or team leadership experience is mandatory.
- 2–4 years of experience in customer support, monitoring, or surveillance operations is preferred.
- Strong communication, leadership, and problem-solving skills.
- Proficiency in MS Office and basic computer systems.
- Experience with CCTV surveillance systems will be an added advantage.
Pay: ₹25,000.00 - ₹33,000.00 per month
Benefits:
- Food provided
- Provident Fund
Work Location: In person
