Regional CSC Supervisor – Customer Service Centre

About the role

The Regional CSC Supervisor leads a team of CSC Engineers in Trinidad, ensuring operational excellence, customer satisfaction and compliance with contractual obligations. This role combines day‑to‑day leadership, performance management and continuous service improvement across the Customer Service Centre.

Key responsibilities

• Provide day‑to‑day leadership, coaching and performance reviews for CSC Engineers.
• Manage CSC operations, quality processes, case management oversight and service performance measurement.
• Monitor and improve KPIs such as SLA compliance, customer satisfaction, productivity, quality scores and first‑contact resolution.
• Prepare and deliver weekly and monthly operational reports to senior leadership.
• Identify performance gaps, operational risks and process inefficiencies, and develop corrective action plans.
• Handle escalations and coordinate with internal teams, vendors and stakeholders to resolve customer‑impacting issues.
• Promote ITIL‑aligned practices, knowledge sharing and continuous improvement within the team.
• Ensure accurate documentation, compliance with processes and reporting standards.

Required profile

• Proven experience in leading and developing technical support or service centre teams.
• Strong understanding of SLA management, quality assurance and performance metrics.
• Excellent communication and stakeholder‑engagement skills.
• Ability to analyse data, identify risks and implement improvement initiatives.
• Experience with escalation handling and cross‑functional coordination.

Required skills

• ITIL framework knowledge.