Customer Service Supervisor/Call Center Supervisor

We have an immediate opening for a Customer Service Supervisor/Call Center Supervisor.

Must be able to work various shifts per week.

• Be authorized to work in the United States.

Wage: $12.00

The Customer Service Supervisor is responsible for leading a team of top performing; goal oriented Customer Service Specialists in a fast pace customer care environment. Responsibilities include overseeing the Customer Service Department and monitoring the performance of Customer Service Specialists. The Customer Service Supervisor carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Must possess proven customer service and people management experience that can step in and take a leading role in problem solving and supporting the delivery of world class customer service to customers.

Responsibilities

• Provide leadership, coaching, and development to a high performing team of Customer Service Specialists to achieve key performance targets.
• Analyze statistics to identify trends and gaps to prepare action plans to improve efficiencies and effectiveness.
• Maintain composure when answering inbound calls from customers as well as resolving escalated calls from Customer Service Specialists concerning various types of inquiries.
• Maintain efficiencies by supporting a positive call center atmosphere and an overall stimulating work environment.
• Prepare responses to customer complaints and manage chargeback processing.
• Provide and demonstrate effective leadership and soft skills in managing a dynamic Customer Service team
• Promote a customer focused culture that motivates and ensures employee satisfaction while also optimizing customer satisfaction.
• Review, communicate and report against all performance objectives and metrics to ensure compliance with key performance targets.
• Write and conduct performance evaluations as well as monitor attendance and performance of each employee.
• Maintains harmony among workers and resolves grievances to create a pleasant working atmosphere with all employees.
• Write and issue Performance Improvement Plans and Performance Correction Notices, as well as maintain detailed documentation of employee behavior in cases where corrective action is necessary.
• Ensure continuous process improvements that lead to better quality/efficiency and increased customer satisfaction.
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• Strong leadership and coaching skills to provide constructive feedback in a manner that results in improved performance.  
• Highly experienced with call center analytics and corresponding metrics, ability to analyze data from multiple sources and identify trends and inconsistencies to develop action plans for improvement.
• Action oriented with strong written and oral communication skills and superior organizational abilities.
• Excellent communication, analytical, listening, critical thinking and problem solving skills
• Ability to handle multiple tasks and work well under pressure to meet deadlines.
• Must be available to work a flexible schedule
• Excellent organizational, planning, and time management skills
• Proactive mindset and the ability to thrive in a fast-paced and dynamic work environment
• Ability to handle multiple tasks and work well under pressure to meet deadlines
• Excellent communication, interpersonal, and presentation skills
• Proficiency in Microsoft Office (Outlook, Word, Excel)