Position Summary

We are seeking a proactive and highly experienced

Customer Service Supervisor

To lead and manage our call center operations and customer support team at Save Energy Systems. This role requires an individual with strong leadership capabilities, a customer-first mindset, and a proven ability to drive service excellence through effective team management and performance optimization.

Key Responsibilities

• Lead, supervise, and mentor the call center/customer service team to ensure high-quality support and customer satisfaction.
• Monitor daily operations and key metrics such as response time, resolution rates, and customer feedback.
• Implement customer service processes, training programs, and performance improvement initiatives.
• Handle escalated customer issues and provide resolution in a professional and timely manner.
• Collaborate with cross-functional teams, including sales, technical support, and product development.
• Analyze service trends, customer feedback, and operational data to provide insights and recommendations.
• Ensure adherence to company standards, protocols, and regulatory requirements.
• Recruit, onboard, and train new team members as needed.
• Prepare regular performance reports for senior management and identify areas of improvement.
• The candidate must be available to work six days a week.

Qualifications

• Minimum of 15 years of experience in a customer service or call center supervisory role.
• Strong leadership and team management skills with the ability to coach and motivate staff.
• Experience in managing high-volume customer interactions and driving service excellence.
• Proficient with customer service software (CRM systems, ticketing tools, etc.) and call center technology.
• Exceptional communication, conflict resolution, and problem-solving abilities.
• Organized, detail-oriented, and able to handle multiple tasks in a fast-paced environment.
• Strong analytical skills and ability to interpret data to improve service delivery.
• Bachelor’s degree (BSc) required; MBA preferred.

Preferred

• Experience in the energy, HVAC, or sustainability sectors.
• Background in setting up or scaling call center teams.
• Familiarity with process improvement methodologies such as Six Sigma or Lean.
• Knowledge of IoT platforms or energy efficiency solutions.

🕐 Working Hours:

🔸 Must be available to work six days a week

🔸 Must be willing to work in U.S. time zone hours (night shift in Sri Lanka)

🚗Transport will be provided for employees working the night shift. (After 6 pm)

Employment Type: Full-time

💰 Salary: Negotiable

📍 Location: Colombo 04, Sri Lanka