Supervisor - Customer Service Representative

About the role

Supervise, coach, motivate, and develop a team of Customer Service Representatives to ensure optimal productivity and quality satisfaction with meeting the Call Center metrics. Directs the activities of the Customer Service Representatives to include training and development to ensure customer satisfaction and first call resolution. Oversee policies and procedures to ensure 100% compliance. Assist with duties associated with meeting company objectives.

Responsibilities

• Provide leadership, facilitation, and development of team members to meet or exceed customer service objectives
• Plan, prioritize, assign, supervise, and review the workflow for timely and accurate info to customers
• Issue instructions and assign duties to Customer Service Representatives
• Perform quality audits to ensure and identify areas of opportunity within the team
• Provide daily, weekly, and monthly status reports on employee performance
• Review and approve timesheets
• Respond to and resolve difficult and sensitive customer inquiries and complaints as needed
• Serve as the primary contact for process changes, quality audits, system enhancements/upgrades, and any other customer-facing products or processes
• Perform interview process for new hires, as needed
• Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing customer services; implement policies and procedures
• Communicates with other departments and management to resolve problems and expedite work
• Analyze changes and trends, to request changes for bug fixes and enhancements
• Maintain policy, procedures & processes that are coordinated within the call center
• Meet or Exceed Call Center Metrics with ongoing improvement in productivity
• Additional projects as assigned by Management
• Perform other duties as assigned

Qualifications

• High School Diploma or GED
• 5 years of customer service experience
• 1 year supervision or management experience

Preferred Qualifications

• Associates or Bachelor's Degree in a related field of study
• 3 years of call center experience
• Managed 20+ associates and/or team leads
• Bilingual in English and Spanish

Skills

• Ability to mentor and develop representatives to align them for future promotional opportunities
• Ability to manage call center metric reports to improve team performance
• Proven Technical Experience at a level to enable understanding of technology, services being offered, and their impact on the business
• Ability to communicate with team members, customers, management, and other team members outside of the call center, utilizing exceptional communication skills
• Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer service objectives

Pay

$42,432–$53,209 per year

Benefits

• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits