Customer Service Supervisor

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Requirements:

• 2+ years of experience as a Supervisor in Customer Service and proven record of leadership and mentoring skills.
• Strong communication and interpersonal abilities, focusing on empathetic leadership.
• A deep understanding of customer service best practices and a commitment to continuous improvement.
• Proficiency with performance management tools and CRM software.
• The ability to analyze data and implement strategies for individual and team success.

Responsibilities:

• Lead a team of Customer Service Agents, providing coaching, guidance, and performance feedback.
• Monitor call quality and ensure strict adherence to company standards and client protocols.
• Address escalated customer issues, ensuring timely and satisfactory resolutions.
• Conduct daily check-ins with your team, setting clear goals and addressing any challenges.
• Drive continuous improvement initiatives to enhance service quality and team performance.
• Collaborate with other departments to ensure a seamless client experience.
• Facilitate regular team meetings to review performance and identify areas for improvement.