Supervisor - GCE, Customer Support

Supervisor - GCE, Customer Support

Location(s) Bangalore, Karnataka

You will create an inclusive, high-performing environment where a team of GCE Customer Support coordinators can learn, grow, and deliver measurable value. As a Supervisor – GCE Customer Support you will lead a larger group of direct reports (including some long-tenured supervisors and team leads), coach and develop employees using Principle Based Management™, oversee daily order processes and issue resolution, drive KPIs and weekly operational reporting, and continuously propose and implement process improvements to support global customer support requirements.

The Global Center of Excellence – Customer Support (GCE-CS) is a cross-functional team that manages end-to-end order and service processes for our global businesses. We partner with operations, IT (SAP), and business stakeholders to ensure timely order fulfillment, continuous process improvement, and a culture of learning aligned with Koch's PBM principles.

• Coach, develop, and hold your team accountable so each member maximizes contribution and career growth through frequent, candid feedback and role alignment.
• Lead daily oversight of GCE_CS order processes, remove blockers, and enable rapid resolution of issues to minimize customer and business impact.
• Own and publish the weekly OM report of KPIs and metrics; translate results into clear actions that improve performance.
• Apply comparative advantage and division-of-labor thinking to optimize resource allocation, backups, and team structure for sustained throughput and quality.
• Design and drive process improvements—leveraging SAP, MBM Go, and VTA learning—to increase value creation, reduce non-profitable activities, and support global requirements.
• Build and maintain strong relationships with managers, team leads, and cross-functional partners to align priorities, escalate appropriately, and deliver against service commitments.
• Ensure ethical leadership and compliance: promote a culture where policies, legal requirements, and open communication are upheld.
• Manage recognition, reward, and compensation recommendations tied to contribution and RRE targets aligned with the yearly vision

• Bachelor's degree or equivalent work experience in business, operations, or a related field.
• Minimum 3 years of people-leadership or supervisory experience in customer support, contact center, or operations environments.
• Demonstrated experience managing performance against KPIs and producing operational reports.
• Practical experience with SAP or comparable ERP/reporting systems and comfort interpreting operational data.
• Strong communication skills and proven ability to coach employees, manage escalations, and work cross-functionally.

• Direct experience with Principle Based Management™ (PBM) or prior training in MBM Go / VTA learning content.
• Experience supervising larger teams that include team leads and long-tenured supervisors.
• Certifications or training in process improvement methods (Lean, Six Sigma, or equivalent).
• Advanced Excel, reporting/BI tool skills, or hands-on experience building operational dashboards.
• Multilingual ability or prior experience supporting global customers and cross-time-zone operations.