Customer Service Supervisor

Role Overview

Team Supervisors are responsible for overseeing the day-to-day operations of their team. The primary role is coaching and developing employees to deliver an exceptional customer experience.

• Coach and develop direct reports to deliver exceptional customer service
• Inspire and motivate employees to create a highly engaged, positive culture
• Develop, recommend, and implement measures to improve productivity, performance, quality, and career path for customer service representatives
• Document all coaching/development sessions in a timely manner
• Perform daily administrative duties (e.g., timecard administration, payroll)
• Communicate policy updates and company information through team meetings, huddles, and one-on-one development sessions
• Assist in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration
• Identify and resolve operational problems by taking initiative, determine root causes, and create action plans to achieve resolution
• Interact with cross-functional support groups to manage day-to-day operations
• Understand financial impact of attrition and attendance and deliver improvements in these areas
• Act professionally with regard to appearance, conduct, coworker interactions, and promptness

• High School Diploma or General Equivalency Diploma (Bachelor’s Degree Desired)
• Minimum of one year supervisory experience
• Previous experience in a call center environment
• Exceptional customer service experience
• Experience leading a team of 15+ employees
• Excellent oral and written communication skills
• Excellent time management skills
• Strong interpersonal and communication skills – ability to deliver constructive feedback and inspire employees to deliver positive results
• Ability to multitask on a daily basis
• Ability to adapt well in a changing environment
• Solid understanding of Word, Excel, and MS Office suite
• Experience with Workday a plus

Trans Perfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.