Cencora seeks a Customer Service Supervisor in Pune to manage daily queue operations across multiple channels, oversee team performance and staffing, and drive process improvements while maintaining service standards and compliance requirements.
Responsibilities
Supervise queue management across phone, email, chat, and case workflows to meet response and accuracy targets
Lead customer escalation resolution by identifying root causes and confirming timely closure
Oversee staffing plans, scheduling, and real-time adjustments to maintain coverage and service levels
Coach team members, conduct performance reviews, and support career development initiatives
Implement process improvements and coordinate with IT, logistics, and commercial teams on service issues
Requirements
Bachelor's degree in business administration, operations management, supply chain, or communications
3+ years in customer service operations, contact center supervision, or order management
Less than 2 years management experience preferred
ITIL 4, Lean Six Sigma Green Belt, COPC, PMP, or PRINCE2 certification preferred
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