Embedded Customer Service Supervisor

Company Description

About Sibylline

Sibylline is a leading intelligence and strategic risk consultancy in the security sector. Since 2010 we have supported businesses, governments and NGOs through the provision of high-quality risk analysis, due diligence and consultancy services. The firm provides an innovative, entrepreneurial and fast-growing working environment, offering employees ever greater exposure to high profile clients and challenges. Sibylline offers fantastic opportunities for career progression within a successful company, and we aim to help our employees to build their own personal profiles as well-regarded analysts within the broader industry.

Key attributes of Sibylline employees are:

• Self-motivated, and auto-improving individuals who can couple initiative and boldness with good judgement
• Excellent written and spoken English
• Clarity of thought and analytical flair
• Strong, demonstrable interest in security and intelligence
• The ability to work under pressure, demonstrate leadership when required but also be able to collaborate effectively in teams
• Excellent attention to detail

​Our Benefits include:

• Medical/Dental/Vision
• Long Term/Short Term Disability
• Basic Life and AD&D Insurance
• 401(k) up to 5% matching
• PTO: 10 days accrued per year and 4 personal days each year
• Sick: 5 sick days front loaded every year
• Salary: 70-85k

Job Description

We are looking for an experienced and motivated Customer Service Supervisor to join our client’s embedded team within a rapidly evolving Global Security Operations Center (GSOC). In this role, your mission will be to oversee and improve response times while ensuring a high-quality experience for our employees, stakeholders, and partners. Through strategic leadership, meticulous data analysis, and continuous process improvement, you will guide your team to achieve and exceed performance metrics, fostering an environment of excellence and responsiveness. You will be accountable for leading the overall performance of your team in escalating, resolving, and documenting customer inquiries and notifications. This position is for a day shift 5x8 schedule onsite in Seattle. 

Key responsibilities:

• Crisis Management: Respond promptly and effectively to escalated issues, ensuring timely resolution and maintain customer safety, trust, and satisfaction.
• Team Leadership: Lead and motivate a multi-modal contact center team, fostering a positive work environment, encouraging professional growth, and ensuring high level of team engagement and morale.
• Operational Support: Monitor, analyze, and optimize Average Speed to Answer and First Call Resolution metrics to meet or exceed established performance targets. Implement strategies to reduce wait times and improve customer service efficiency.
• Data-Driven Decisions: Use data and analytics to inform queue management decisions and operational improvements.
• Continuous Improvement: Collaborate with the Operations Manager to identify, recommend, and implement process change and quality improvements. Promote a culture of excellence and continuous learning.
• Quality Control: Oversee and ensure the quality of customer interactions and adherence to protocols. Address and resolve issues related to service quality.
• Stakeholder Communications: Maintain effective communication with all relevant stakeholders, including providing updates, insights, and reports on incidents, team performance and customer service metrics.

Basic Qualifications:

• Bachelor’s degree or equivalent experience
• Previous GSOC Security 
• 2+ years of experience in a leadership role
• Willingness to work outside of the "standard" workday to interface with team members on other shifts and/or in other time zones

Preferred Qualifications:

• Master’s degree or MBA
• Lean/Six Sigma
• Experience managing a customer service contact center
• Strong interpersonal communication and presentation skills
• Experience with Connect contact center platform
• Able to prioritize in complex, fast-paced environment
• Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels
• Experience and proficiency in effective written and verbal communication

Additional Information

Next Steps

Successful candidates will be invited to complete a writing assessment (at an arranged time to suit you) to test writing and analytical ability. Shortl