Customer Service Supervisor

• Supervise and develop customer service agents, specialists, and coordinators
• Develop, motivate, and supervise a world-class customer service team
• Answer questions about services
• Enter information into the computer to compile work-volume statistics and maintain records of customer service requests and complaints
• Handle customer complaints according to client protocols and SOPs
• Audit, research, report, and resolve customer service issues
• Maintain databases regarding call volumes and staffing
• Recommend staffing changes based on day of week, industry trends, anticipated events, and PBX data
• Monitor agent productivity and generate reports
• Monitor ACD data and help reduce customer hold times
• Monitor calls for employee demeanor, technical accuracy, and compliance with policies and standards
• Check department work for accuracy and errors
• Provide performance feedback and coaching to employees and supervisors
• Determine work procedures, prepare work schedules, and expedite workflow
• Study and standardize procedures to improve department efficiency
• Ensure a safe working environment through safety programs and procedures
• Select and place staff, ensure training, and define job assignments
• Manage performance to achieve productivity levels and organizational objectives
• Act as an advisor to units or sub-units and resolve operational problems
• Administer company policies affecting subordinate employees and recommend policy changes

• Bachelor’s degree or equivalent strongly preferred
• Generally prefer 0–2 years of related supervisory experience
• Exceptional interpersonal skills
• Exceptional analytical skills
• Ability to pass federal, state, local government, airport, or company-required background checks and clearances
• Ability to pass required drug and alcohol tests
• Ability to perform all essential functions with or without reasonable accommodation

Demonstrates strong leadership in developing and supervising a customer service team while ensuring compliance with policies and standards. Proficient in analyzing performance metrics and implementing strategies to enhance operational efficiency and customer satisfaction.

• Customer Service Supervision
• Performance Feedback and Coaching
• Data Analysis and Reporting
• Interpersonal Skills
• Problem Resolution

• Statistical Analysis
• Database Management
• Workforce Management
• SOP Compliance
• Performance Monitoring

• Interpersonal Skills
• Analytical Skills

• Bachelor’s Degree or Equivalent

• Customer Service
• Operational Efficiency
• Staffing Recommendations
• Safety Programs

• ACD Systems
• PBX Data