Customer Service Supervisor

Key Responsibilities:

1. Supervision & Leadership: Lead a team of customer service representatives, ensuring they are effectively trained, motivated, and performing at their best.
2. Customer Support: Handle complex or escalated customer inquiries and issues. Ensure timely and professional resolutions to customer concerns.
3. Performance Monitoring: Track team performance using metrics like response times, customer satisfaction scores, and issue resolution rates.
4. Team Development: Conduct regular coaching, training, and performance reviews for team members to ensure continuous improvement in service delivery.
5. Quality Assurance: Review customer service interactions and provide feedback to ensure adherence to company standards and policies.
6. Reporting: Prepare and present reports on team performance, customer feedback, and service quality to management.
7. Process Improvement: Identify areas for process improvements and implement strategies to enhance efficiency and customer experience.
8. Collaboration: Work closely with other departments (sales, technical support, etc.) to resolve customer issues and enhance the customer experience.
9. Shift Management: Ensure adequate coverage for customer service hours and handle scheduling for the team.

Qualifications:

1. High school diploma or equivalent (Bachelor's degree in Business or related field preferred).
2. Proven experience in customer service, with at least [X] years in a supervisory role.
3. Strong leadership and interpersonal skills, with the ability to inspire and manage a team.
4. Excellent communication skills, both verbal and written.
5. Problem-solving and conflict resolution skills.
6. Proficient in customer service software and Microsoft Office Suite.
7. Ability to work in a fast-paced environment and adapt to changing priorities.