SummaryAs a Customer Service Supervisor, you will lead a team of customer service agents, focusing on their development to support Call Center KPI delivery and broader brand objectives. You will ensure consistent delivery on metrics, quality, and customer satisfaction by acting as a subject matter expert and providing strategic input.
Responsibilities- Establish goals for team members by gathering operational, customer-based, and business-specific information.
- Identify trends at the agent and content level and escalate to the appropriate channel.
- Maintain quality service by managing to quality and customer service standards.
- Analyze and resolve quality and customer service problems.
- Prepare and discuss associate and department performance with team members.
- Partner with training and business intelligence teams to develop tools and methodologies for performance management.
- Develop methodologies for root cause analysis of frequent call types and drive organizational change to minimize these calls.
- Ensure continuous process improvement through analysis, procedural evaluation, and system enhancements.
- Manage employee teams, recruit, drive engagement, coach, and develop staff.
- Facilitate appropriate performance management actions.
- Partner and provide input to workforce planning and intra-day activities to ensure appropriate occupancy and cost efficiency.
- Evaluate and provide recommendations to leadership regarding staffing needs to meet service level objectives and metrics.
Requirements- Bachelor's degree or equivalent experience.
- 3+ years of proven success in leading, managing, and inspiring teams or individuals.
- Strong analytical and problem-solving skills.
- Ability to form relationships and partnerships across multiple levels of management.
- Strong negotiation skills.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, MS-Project, Access & Outlook).
- Ability to learn new software and systems.
- Preferred: 5+ years in a high volume contact center, addressing customer questions or resolving customer issues.
- Proven ability to negotiate support processes, support tool requirements, services, and offerings.
- In-depth knowledge of all contact center processes and procedures.
We have summarized this job description for you, click apply to see more details from the employer.
