Customer Service & Outreach Supervisor

About this role Customer Service & Outreach Supervisor Position Summary

The Customer Service & Outreach Supervisor leads day-to-day customer service and outbound outreach operations supporting lead generation, quote follow-up, customer engagement, and other commercial support activities.

This role directly supervises offshore customer service representatives and helps coordinate outreach programs delivered through third-party BPO partners, owning team performance, coaching, training, workload management, quality assurance, and reporting.

Working closely with Corporate and Segment business partners, the Supervisor ensures outreach activities run consistently, performance expectations are met, and customers have a positive experience. The ideal candidate is a hands-on people leader who uses performance data, call quality insights, and customer feedback to coach teams and drive continuous improvement.

The role also partners with internal technology and CRM teams to ensure systems and processes supporting Outreach programs meet operational needs and are effectively adopted.

• Provide day-to-day supervision of offshore customer service representatives supporting outbound calling, lead generation, quote follow-up, and customer outreach activities.
• Set performance expectations, assign work, monitor productivity, and provide coaching, training, and ongoing development to ensure team members meet established goals and service standards.
• Oversee onboarding of new team members and ensure representatives have the tools, resources, and process knowledge necessary for success.
• Facilitate regular team meetings and communicate updates, priorities, performance expectations, and process changes.
• Foster a culture of accountability, customer focus, continuous improvement, and teamwork.

• Serve as a primary point of contact for customer outreach programs supported by third-party BPO partners.
• Monitor program activity and results from BPO teams, providing visibility into performance and escalating issues or improvement opportunities as needed.
• Support updates to call scripts, talk tracks, email templates, workflows, and program documentation.
• Assist with onboarding new business segments and customer outreach initiatives into existing programs.
• Partner with Corporate and Segment business partners to ensure Outreach programs align with business priorities and customer needs.

• Review customer interactions, call recordings, and customer feedback to identify coaching opportunities, monitor customer sentiment, ensure compliance with established processes, and maintain quality standards.
• Monitor operational and quality metrics including call activity, task completion, customer engagement, productivity, attendance, schedule adherence, and service level performance.
• Ensure representatives follow established scripts, processes, and customer service standards.
• Identify performance gaps and implement coaching or corrective actions as appropriate.
• Escalate customer concerns or operational issues through appropriate channels.
• Reporting & Continuous Improvement
• Track, analyze, and report on key performance indicators (KPIs), including agent activity, call outcomes, quote and order activity, goal attainment, customer engagement, and overall program performance.
• Review program results, customer feedback, and call quality metrics to identify trends and opportunities for improvement.
• Prepare and distribute recurring performance reports, operational summaries, and data-driven insights to support leadership decision-making.
• Utilize reporting platforms and AI-enabled tools to evaluate agent performance, customer interactions, and operational…