Customer Service Supervisor

Summary of Position

The Customer Service Supervisor directs the activities of the Customer Service Representatives (CSR); provides supervision, training, and work direction to the staff.

• Monitors and evaluates the performance of CSRs to ensure prompt, knowledgeable and courteous customer service
• Provides coaching, counseling and guidance to CSRs for ongoing improvement to customer service
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination
• Monitors individual, team and contact center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals
• Analyses staffing levels and contact center trends to ensure that staffing levels are efficient in order to maintain project goals and objectives, and meet operational effectiveness
• Monitors CSRs’ time and attendance by maintaining attendance records, including excused and/or unexcused absences, late arrivals, and early departures with all related information entered on the attendance record
• Assists Customer Service Center Manager with daily operations
• Reviews daily reports to identify training opportunities and successes for CSRs and provides feedback in a timely manner
• Writes and administers performance reviews for skills improvements
• Communicates and follows up to ensure CSRs are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions
• Attends management meetings to set performance goals, review contact center progress; develop and implement action plans to achieve daily and monthly goals
• Maintains proficiency in Contact Center Policy, State Computer System and CSE Policy
• Provides accurate information to inquiring parties and other child support staff
• Ensures the confidentiality of all information contained in the State computer system
• Accepts escalation calls that cannot be resolved by CSRs in order to address and resolve caller issues
• Monitors incoming call volumes and assists when call volumes exceed maximum capacity
• Regular and timely attendance
• Other duties as assigned

Associate’s Degree from a college or vocational training institute in a relevant field or equivalent related work experience is preferred.

• Prior contact center supervision experience is required
• One year of work experience in a public agency or private company responsible for administering child support enforcement programs and/or community service programs responsible for providing outreach related to the child support enforcement
• Knowledge of child support rules, regulations, policies and procedures is preferred
• Proficiency in operating computers and office equipment