Customer Service Supervisor

Responsibilities:

• Supervise, coach, and mentor a team of customer service representatives (CSRs) to meet performance goals and company standards.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Handle escalated customer issues and resolve complex queries or complaints in a timely and professional manner.
• Develop and implement strategies to improve customer service quality and efficiency.
• Monitor and manage daily operations of the call center, ensuring that team members are adequately staffed and meeting performance targets.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Analyze call center metrics and trends to assess team performance and identify opportunities for improvement.
• Prepare and maintain reports on team performance, customer satisfaction, and operational efficiency.
• Proactively identify potential issues and suggest solutions to improve overall customer satisfaction.
• Monitor call quality and ensure consistent adherence to quality standards.

Requirements:

• High school diploma or equivalent a degree in business, management, or a related field is a plus.
• Proven experience in customer service with at least 2-3 years in a supervisory or team lead role within a call center environment.
• Strong problem-solving abilities and the ability to handle customer complaints and issues with professionalism.
• Exceptional communication skills (both verbal and written) with a customer-focused mindset.
• Proficiency in using call center software and other relevant tools (e.g., CRM systems, call monitoring tools).
• Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
• Ability to analyze data and generate reports to inform decision-making.