Customer Care Supervisor – Education Services

About the role

The Education Customer Care Supervisor leads a multi‑disciplinary team that delivers high‑quality service across customer care, transaction management and collections. The role ensures consistent execution of processes, meets service level agreements and maintains compliance with regulatory standards while championing a customer‑first mindset.

Key responsibilities

• Provide day‑to‑day leadership, coaching and performance management for a team handling customer enquiries, transaction requests and collections cases.
• Oversee recruitment, onboarding, skill development, regular 1‑on‑1s and quality assurance feedback.
• Manage operational routines such as work prioritisation, queue management and attendance monitoring.
• Monitor and act on team performance against SLAs, KPIs, productivity, quality and utilization targets.
• Identify emerging risk trends at the team level and escalate systemic issues to senior management.
• Ensure accurate, compliant handling of complex transactions and collections activities.

Required profile

• Proven experience leading customer‑service or contact‑center teams.
• Strong judgment in managing operational risk and resolving sensitive customer issues.
• Ability to balance service quality, capacity and cost while meeting regulatory requirements.
• Excellent communication and coaching skills.

Required skills

• Knowledge of SLA and KPI management.
• Familiarity with transaction processing and collections procedures.
• Experience with performance monitoring and reporting.