Supervisor, CSR B2

Job Posting

Title:

Supervisor, CSR B2

Responsible for coordinating activities of various types of service agents providing customer support services.

• Supervise and develop customer service agents, specialists, and coordinators; motivate and build a world‑class team.
• Enter key information into computer systems to compile performance statistics and maintain records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOPs; audit, research, report and resolve service issues.
• Maintain database of call volumes and staffing; suggest staffing changes based on weekly trends, industry trends, anticipated events, and PBX data.
• Monitor productivity of agents, generate reports, and analyze ACD data to reduce hold time and increase customer satisfaction.
• Monitor calls for employee demeanor, technical accuracy, and policy compliance; check departmental work for errors and provide performance feedback and coaching.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Standardize procedures to improve department efficiency.
• Ensure a safe working environment through consistent safety programs and procedures.
• Select and place staff; ensure training for job activities and define specific assignments; manage performance to meet productivity and organizational goals.

• Pass federal, state, or local background checks, clearances, and/or drug and alcohol tests.
• Perform job‑related functions with or without a reasonable accommodation.

Work on problems of moderate scope where analysis requires review of identifiable factors. Exercise judgment within defined procedures and policies to determine appropriate action. Act as an advisor to units or sub‑units, becoming actively involved as required to meet schedules or resolve problems.

Provide immediate supervision or assign tasks to a group of employees. May provide general or direct supervision to exempt or skilled non‑exempt employees. A portion of time may be spent performing individual tasks.

Erroneous decisions or failure to achieve results may cause delays in schedules.

Frequently interact with subordinates, external customers, and functional peer groups at various management levels. Interaction typically requires gaining cooperation of others and presenting technical information concerning specific projects or schedules.

Receive assignments in the form of objectives with goals and processes to meet those goals. Provide guidance to employees in accordance with established policies and management guidance. Work is reviewed by management to measure achievement of objectives, administer company policies, and recommend policy changes.

Exceptional interpersonal and analytical skills are required.

Bachelor’s degree or equivalent strongly preferred. Generally prefer 0–2 years of related supervisory experience.

Must be able to pass any federal/state/local government, airport, or company‑required background checks, clearances, and/or drug and alcohol tests.

Expected base pay range: $70,000.00 per annum. Actual compensation will be determined based on job‑related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state, or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at  .

DSV reserves the right to defer or close a vacancy at any time.