Customer Service Supervisor

JOB SUMMARY 

The Customer Service Center (CSC) Supervisor plays a key role in the day-to-day operations of the Customer Service Center by overseeing a team of Customer Service Agents (CSAs) and Team Leads.  The Supervisor ensures that appropriate staff coverage is maintained, customer service standards are met, and operational goals are achieved.  This role involves managing escalated customer issues, offering timely resolutions, and providing ongoing support to the team.  The Supervisor will also be responsible for monitoring team performance, delivering constructive feedback, and assisting with coaching and development efforts to ensure optimal team performance. 

DUTIES AND RESPONSIBLITIES  

• Supervise, coordinate, and schedule the activities of customer service representatives and leads. 
• Prepare and provide customer service performance statistics, monitor customer service attendance, provide career path progress, provide career development for staff, and provide remedial training.
• Responsible for implementing directives of CSC Operations Manager regarding the achievement of key performance indicators (KPI).
• Resolve customer disputes with upset/escalated customers. Answer questions and recommend corrective services to address customer complaints and research resolutions and/or redirect issues when appropriate. 
• Process quality checks on daily work for Customer Service Representatives and provide immediate coaching, refresher training, and feedback on processes. 
• Review productivity metrics to identify anomalies and trends and proactively address relevant issues. 
• Monitor phone activity in the system to ensure proper handling and adherence to policies and procedures. 
• Provide employee development, through constructive feedback, coaching, training/developing, and applying mentorship techniques.   
• Provide employee development where needed to ensure all staff meet all minimum performance requirements.  Deliver corrective action and/or disciplinary measures when needed to staff.  Monitor and provide constant feedback on career path development for staff.
• Perform various projects assigned by the CSC Operations Manager such as end-of-day procedures, call audits, service recovery, email stats, and miscellaneous reporting. 
• Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine the best course of action to fill resource needs/maintain service levels. 
• Provide real-time status anomalies to operations. 
• Track, report, and call out real-time adherence issues. 
• Provide shift reports to management with the service level and abandon rate explanations for any day where KPIs are missed. 
• Build strong interpersonal relationships with internal clients. 
• Work independently and in a team environment. 
• Determine operational objectives by studying business functions, gathering information, evaluating output requirements and formats. 
• Recommend system improvements by studying current practices and system functions. 
• Troubleshoot and document operational, process, and system defects. 
• Manage timely flow of business intelligence information to users. 
• May be assigned additional duties as needed to support the operations of the CSC.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  

• Ability to analyze and interpret moderately complex data using workforce management software. 
• Ability to work with peers and other teams to achieve performance goals and objectives. 
• Proficient personal computer skills including Microsoft Office. 
• Ability to communicate effectively with all levels of management and company personnel. 
• Ability to prioritize and organize work in a multitasked environment. 
• Ability to make decisions and solve problems under pressure. 
• Ability to perform in a fast-paced and dynamic work environment. 
• Ability to maintain the highest level of confidentiality and professionalism. 
• Knowledge of card order processing and fulfillment.
• Experience in managing within a transportation environment is preferred.
• Excellent oral/written communication skills are required, including demonstrated ability to package analytical results into an executive summary and present them to senior leadership. 
• Experience with MS Word, Excel, and PowerPoint required; experience with other MS Office products such as Visio and Access