Customer Service Supervisor

WSP is currently initiating a search for a full-time Customer Service Center Supervisor.  This position will be onsite, out of Golden Valley, MN 

This Opportunity

The Customer Service Center (CSC) Supervisor is assigned defined responsibilities by Sr Operations Project Manager to oversee a team of Customer Service Representatives (CSR), and ensure appropriate staff coverage. This position will handle escalated customer issues and provide operational support. 

Your Impact

• 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 Sr Operations Project 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 possible resolutions and/or redirect issues when appropriate.
• Provide immediate coaching, training, refresher training, and feedback on processes as needed.
• Review productivity metrics to identify anomalies and trends, and proactively address relevant issues.
• Monitor walk-in, phone, CHAT & email activity in the system to ensure proper handling and adherence to policies and procedures.
• Provide employee development, through constructive feedback & coaching
• Perform various projects as assigned by the CSC Operations Manager such as end of day procedures, inventory, audits, service recovery, email statements, 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 Sr Operations Project Manager 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.
• Build & maintain strong interpersonal relationships with internal clients.
• Work independently as well as 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.
• Manage timely flow of business intelligence information to users.

Who You Are

Required Qualifications

• High School Diploma or general education degree (GED required, College Degree preferred. 
• Two (5) years customer service experience required.
• Ability to analyze and interpret moderately complex data 
• 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.
• 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 is a plus. 

PHYSICAL DEMANDS

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements.
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Must be able to lift, carry, walk, and stand.
• Vision for reading, recording, and interpreting information.
• Frequent speech communication, hearing and listening to maintain communication.
• Daily use of computer and keyboard, standard office equipment and telephone.
• Ability to access, input, and retrieve information from the computer.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
• Noise level in the work environment is quiet to moderate.

SUPERVISORY RESP