Call Center Supervisor
$30 - $33.59 per hourBCForward
Job Description
Job Description
Job Title: Client Service Delivery Lead
Location: San Antonio, TX (Onsite)
Duration: 9 Months with Possible Extension
Pay Range: $30/HR - $33.59/HR
Job Description
We are seeking a Client Service Delivery Lead to join our team. The ideal candidate will have strong experience in team leadership, customer service operations, and performance management and a proven ability to drive service level achievement, resolve escalations, and improve team KPIs .
Responsibilities:
- Lead a team of agents to deliver high-quality customer service and proactive issue resolution.
- Run daily huddles, communicate management vision and key messages, review metrics, set targets, and clarify responsibilities.
- Own client satisfaction within scope against the service level agreement and ensure KPI attainment.
- Provide guidance, handle escalations, support agents, and manage performance with timely feedback and coaching.
- Deep dive on target gaps, perform root cause analysis, and implement action plans to improve results.
- Monitor progress throughout the day, track status, and flag risks promptly.
- Align the team, customer, and internal stakeholders to drive consistent performance outcomes.
- Report on daily KPIs and be accountable for team performance.
Required Skills & Qualifications:
- Minimum 1 year of team management experience.
- Proficiency in customer service operations, escalation handling, and KPI management.
- Analytical problem-solving skills with ability to conduct root cause analysis.
- Effective communication skills and ability to coach and develop agents.
Preferred Skills:
- Concierge or high-touch customer service experience.
- Experience in social media customer support environments.
- Ability to work independently while collaborating within a team.
BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.
Company Description
BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.
Vacancy posted 2 days ago
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