EBO Supervisor

Job Details

Customer Service Supervisor – Production

Shift: 11:00 AM – 8:00 PM

Job Summary

The Customer Service Supervisor – Production is responsible for overseeing daily operations, ensuring team productivity, and maintaining high-quality service standards. This role includes monitoring performance metrics, coaching team members, handling escalations, and enforcing company policies.

Key Responsibilities

Production & Performance Tracking

• Monitor daily production metrics, including call volume and system usage, and communicate updates to the team.
• Track and report key performance indicators (KPIs) such as calls handled, system time, and overall team performance.
• Provide daily production updates to the Director/Manager.

Quality Assurance & Coaching

• Conduct daily call monitoring to assess performance, provide coaching, and identify training opportunities.
• Complete agent coaching and feedback through Verint.
• Offer real-time guidance and de-escalation techniques to assist agents in handling challenging situations.
• Identify and escalate training needs to the Director/Manager.

Team Supervision & Development

• Ensure all team members have the necessary tools and resources to perform their job functions effectively.
• Track and document agent attendance, breaks, and lunch periods.
• Address disciplinary and coaching matters promptly, documenting and escalating issues as needed.
• Monitor underperforming agents and implement improvement plans, providing weekly updates to the Director/Manager.

Escalations & Customer Support

• Handle escalated customer calls and support agents throughout the day as needed.
• Serve as a point of escalation for complex account issues that agents are unable to resolve.

Administrative & Operational Duties

• Conduct interviews for new hires as needed.
• Review and respond to agent emails as required.
• Uphold and enforce company policies and procedures.
• Perform additional duties as assigned by management.

Performance Expectations (KPIs)

• Handle an average of 40 calls per day.
• Maintain an average of 7 hours of system time per day.
• Achieve a Quality Monitoring (QM) score of 89% or higher each month.
• Maintain above-average attendance.
• Provide regular updates on team performance and attendance to leadership.

This role requires a proactive leader with strong communication skills, the ability to manage a high-performing team, and a commitment to delivering exceptional customer service.