Customer Service Supervisor

Job Description:

The Customer Service Supervisor is responsible for managing and coordinating the daily operations of the customer service team. This role ensures positive customer relationships are maintained, and customer inquiries are resolved in a timely and effective manner. The Supervisor administers and balances case workloads, monitors adherence to policies, procedures, operating structures, and information flows, and ensures service standards are consistently achieved or exceeded.

The Customer Service Supervisor is responsible for managing and coordinating the daily operations of the customer service team. This role ensures positive customer relationships are maintained, and customer inquiries are resolved in a timely and effective manner. The Supervisor administers and balances case workloads, monitors adherence to policies, procedures, operating structures, and information flows, and ensures service standards are consistently achieved or exceeded.

The position is responsible for monitoring customer service performance indicators, coaching and developing team members, and driving operational excellence to deliver outstanding customer experience. The Customer Service Supervisor serves as a key resource for escalated customer issues and supports continuous improvement initiatives across the contact center operation.

The successful candidate will demonstrate strong leadership, communication, and coaching abilities while fostering employee engagement and accountability to deliver exceptional customer experiences.

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

• Manage and coordinate the daily activities of the customer service team.
• Administer and balance case volumes and workloads to ensure efficient service delivery.
• Monitor productivity, staffing levels, and service levels to meet operational objectives.
• Ensure policies, procedures, and operating standards are consistently followed.
• Provide direction, coaching, and support to achieve departmental goals.

Other responsibilities or special projects not specifically listed below may also be assigned.

• Ensure customer inquiries are managed in a timely, professional, and effective manner.
• Maintain strong customer relationships through exceptional service delivery.
• Monitor customer service metrics and performance indicators.
• Address and resolve escalated customer concerns.
• Promote a customer-focused culture within the team.

Other responsibilities or special projects not specifically listed below may also be assigned.

• Conduct regular coaching sessions and performance reviews.
• Identify opportunities for employee development and continuous improvement.
• Develop and execute performance improvement plans as needed.
• Recognize and reward strong performance.
• Support employee engagement, retention, and career development.

Other responsibilities or special projects not specifically listed below may also be assigned.

• Monitor interactions to ensure compliance with company policies and service standards.
• Ensure work output meets or exceeds established quality standards.
• Identify trends and implement corrective actions where needed.

Other responsibilities or special projects not specifically listed below may also be assigned.

• Analyze service metrics and operational data to identify improvement opportunities.
• Recommend process enhancements to improve efficiency and customer satisfaction.
• Support implementation of new initiatives and operational changes.
• Partner with leadership to achieve strategic customer service objectives.

Other responsibilities or special projects not specifically listed below may also be assigned.

This position directly supervises Customer Service Representatives and other assigned team members. Responsibilities include interviewing, hiring, onboarding, training, assigning and directing work, evaluating performance, coaching employees, rewarding and disciplining employees, addressing complaints, and resolving operational and customer issues in accordance with company policies and applicable laws.

Other responsibilities or special projects not specifically listed may also be assigned.

Education and Work Experience

• Associate's degree required;
  Bachelor's degree preferred.
• Minimum of 6 years of customer service, contact center, or related experience.
• Minimum 2 years of people leadership or supervisory experience.
• Experience managing customer inquiries, escalations,…