Customer Service Center Supervisor

WSP is currently initiating a search for a full-time Customer Service Center Supervisor.  This position will be based out of Costa Mesa, CA.

The Customer Service Center (CSC) Supervisor is assigned defined responsibilities by the Customer Service Center Operations Manager to oversee a team of Customer Service Representatives (CSR) and Leads and ensure appropriate staff coverage. This position will handle escalated customer issues and provide operational support. The Supervisor will provide performance monitoring and feedback for review and coaching with the team members.

• 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 possible 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 are meeting 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 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 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 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.
• Troubleshoot and document operational, process, and system defects.
• Manage timely flow of business intelligence information to users.

Required Qualifications

• High School Diploma or general education degree (GED).
• Two (2) years customer service experience 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.
• 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 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 attendanc