Supervisor, Customer Service
New
J
JobgetherCustomer service
Based in the United StatesFull-TimeManager
SalaryAnnual salary range of $58,656–$108,078. Eligibility for bonuses and commissions may be available as part of the total compensation package.
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Job Details
- Experience
- At least two years of leadership experience in a business-related environment
- Required Skills
- Project ManagementPeople Management
Requirements
- Bachelor's degree in a related field or equivalent professional experience.
- At least two years of leadership experience in a business-related environment.
- Ability to supervise employees, provide constructive feedback, support professional development, and foster a productive team environment.
- Excellent written and verbal communication skills for interacting with employees, colleagues, and stakeholders at all organizational levels.
- Strong organizational skills and ability to coordinate multiple priorities, manage workflows, and maintain operational standards.
- Experience evaluating work processes, identifying inefficiencies, analyzing operational challenges, and recommending practical improvements.
- Proficiency with spreadsheet and word-processing applications and ability to work across multiple software systems.
- Familiarity with call center technology, customer service operations, and different servicing channels is preferred but not required.
- Ability to exercise discretion, make independent decisions, resolve operational issues, and take ownership of team performance and service outcomes.
- Ability to communicate and remain engaged in a virtual work environment, including maintaining camera presence during meetings when required.
Responsibilities
- Supervise, evaluate, coach, and support customer service employees to achieve performance targets and improve engagement and customer satisfaction.
- Monitor workflows and team performance to ensure accurate, consistent, and timely processing across business functions and service channels.
- Allocate resources to maintain balanced coverage and operational efficiency.
- Develop, maintain, and monitor procedures, processes, and performance standards.
- Monitor customer trends, identify operational challenges, escalate issues, and recommend improvements to systems and procedures.
- Serve as a subject matter expert on call handling processes and customer service procedures.
- Support budget development, monitor departmental expenses, and identify cost-saving opportunities.
- Partner with other teams on workflow disruptions, production issues, special requests, and escalated customer inquiries.
- Recommend and implement procedural, technological, and operational changes to improve productivity and service.
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