Supervisor, Customer Service
About the role
The Contact Center Operations Supervisor will lead a team of local contact center agents to provide high‑quality service in our 24/7, 365‑day‑a‑year contact center operations. The Supervisor oversees Customer Support Center agents handling outbound sales, inbound calls, appointment dispatching, online appointment administration, customer emails, and chat service. Supported by team leaders, the role is accountable for meeting or exceeding key performance indicators such as call handling performance, sales conversion, booking rates, productivity, and agent call quality. The Supervisor mentors and coaches team members, facilitates disciplinary action when required, and liaises between Service Experts and a third‑party vendor to implement change initiatives, align priorities with corporate strategy, and drive strategic milestones. Overall responsibility includes operational excellence, quality deliverables, and leading customer‑experience initiatives.
Key Responsibilities
- Ensure the volume of work produced by Customer Support agents meets product/service standards and exceeds quality standards and KPIs.
- Oversee handling of all customer interactions—including service requests, appointment booking, cancellations, complaints, and billing inquiries—with the highest degree of courtesy and professionalism to achieve one‑call resolution.
- Drive inbound and outbound call‑handling KPIs (customer retention, renewals conversions, booking rate, service levels, abandonment rate) to meet and exceed company goals.
- Optimize agent utilization through proficient workforce scheduling.
- Assist in human‑resource objectives: recruitment, selection, orientation, training, assigning, coaching, counseling, disciplining; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions (including bonus/spiff plans); enforce company policies and procedures.
- Conduct yearly agent and Team Lead reviews with annual development and goal planning.
- Respond quickly and decisively with corrective action to all customer service issues identified by local center management.
- Coordinate service‑center capacity requirements and other requests/needs from local centers in conjunction with other operations management.
- Maintain working knowledge of all company products, services, and promotions.
- Collaborate with Dispatch Teams to improve scheduling accuracy and response speed.
- Work with other operational management to ensure appropriate resolution of customer disputes.
- Report and analyze daily, weekly, and monthly call‑center results to improve team and business performance.
- Be available 24 hours a day, 7 days a week in the event of an emergency.
- Travel may be required.
- Complete other duties as assigned.
Required Qualifications
- Bachelor’s degree preferred.
- 5+ years of experience in customer service.
- 3+ years of call‑center management experience.
- Creative and strategic thinker.
- Excellent verbal and written communication skills.
- Excellent interpersonal communication abilities.
- Ability to navigate multiple systems.
- Solid analytical skills with the ability to interpret multiple data points.
- Proficiency in Excel, including pivot tables and graphs.
- Ability to manage multiple people and projects simultaneously.
- Innovative, out‑of‑the‑box thinking.
- Minimum experience: 4+ years.
- Minimum education: High School Diploma/GED.
Benefits
- Competitive pay with incentive opportunities.
- Paid Time Off and company holiday pay.
- Medical, dental, and vision insurance programs.
- 401(k) retirement savings plan with company matching contributions.
- Life insurance and disability insurance options.
- Supplemental benefit programs.
- World‑class training opportunities through Experts University.
- Career development opportunities.