Customer Service Supervisor

New

Any, USFull-TimeManager

Salary$60,000 – $65,000 / %LABEL_SALARY_PER_YEAR%

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Job Details

Experience: Minimum of 4 years of supervisory / management experience in a centralized call center environment.
Required Skills: Microsoft OfficeGoogle Workspace

Have a high school diploma or GED.
Have a minimum of 4 years of supervisory or management experience in a centralized call center environment.
Have experience coaching and developing employees.
Demonstrate positive leadership skills when working with leads and employees.
Be able to perform in a high-volume environment and manage multiple projects simultaneously.
Be able to complete phone and computer work simultaneously.
Be able to type at least 40 WPM.
Be proficient with Microsoft Office or Google Suite.
Be able to work at a fast pace and remain organized.
Experience in the home services industry is preferred.

Handle inbound customer calls and resolve escalated customer issues.
Run daily, weekly, and monthly call center performance reports and CSR performance summaries.
Monitor call center activity, after-call work times, breaks, lunches, and agent availability.
Adjust breaks and lunches to ensure call center and dispatcher coverage and reduce abandon rates.
Coach and develop employees, create action plans, and conduct corrective action plans when needed.
Monitor and score inbound CSR calls, conduct side-by-side observations, and calibrate scores with call center leads.
Review call center staff PTO requests and submit them to the Assistant Call Center Manager for final approval.
Communicate and assist with training on changes, updates, ETAs, and system issues.
Monitor incoming email leads and delegate them; interview potential candidates and assist with new-hire training.
Send help desk trouble tickets when problems arise.

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