We are looking for a Customer Service Supervisor to join our Customer Service team. As a Customer Service Supervisor, your primary goal is to ensure customer satisfaction by managing and overseeing the team of customer service representatives. You would be responsible for providing guidance, training, and support to the team members, in addition to resolving any customer complaints that may arise.
Responsibilities:
- Overall accountability and responsibility for the team’s performance.
- Provides guidance, support, engagement, and coaching to all direct reports along with regular meetings in order to drive performance.
- Monitor and deliver individual and team performance and development reviews.
- Conduct regular one-to-one meetings with team members.
- Coach employees for performance improvement, resolve day-to-day issues and problems, provide technical leadership, and answer questions accurately and professionally.
- Review the daily scheduling plan to ensure real-time coverage in all areas of customer contact.
- Reviews and submits all required reports and staffing requests and maintains transaction reports and attendance/time records.
- Monitor daily attendance and actively manage absence and tardiness to a minimum
- Drive open and transparent communication within the support teams.
- Assess and ensure excellence as a support standard, constantly.
- Responsibility for achieving and reporting on Operational KPIs: service levels, handle times, abandonment levels, and customer satisfaction.
- Handle 2nd line of escalated issues.
- Participate in customer quality calibration sessions.
Qualifications and requirements:
- Minimum 2 years of experience in managing a customer service team in a contact center environment is required.
- Fluent in English (written and spoken)
- Schedule availability between 7:00 am and 7:00 pm.
- Availability to work on weekends is required
- Tech-savvy (Microsoft Windows).
- High school diploma or higher.
* Please send your resume in English.