Customer Service Supervisor

Supervise and develop customer service agents, specialists, and coordinators Develop, motivate, and supervise a world-class customer service team Answer questions about services Enter information into computers to compile work-volume statistics and maintain customer service request and complaint records Handle complaints according to client protocols and SOPs; audit, research, report, and resolve service issues Maintain databases for call volumes and staffing; recommend staffing changes using trends, anticipated events, and PBX data Monitor agent productivity and generate reports Monitor ACD data and reduce customer hold times to increase satisfaction Monitor calls for employee demeanor, technical accuracy, and policy compliance Check department work for errors and provide performance feedback and coaching Determine work procedures, prepare schedules, and expedite workflow Study and standardize procedures to improve department efficiency Ensure a safe working environment through safety programs and procedures Select and place staff, arrange training, define assignments, and manage performance Provide guidance according to established policies and recommend unit or sub-unit policy changes Interact with subordinates, outside customers, and peer groups at various management levels Conduct presentations of technical information concerning projects and schedules Requirements Exceptional interpersonal and analytical skills Bachelor’s degree or equivalent strongly preferred Generally preferred: 0–2 years of related supervisory experience Must be able to pass required federal/state/local government, airport, or company background checks and clearances Must be able to pass required drug and alcohol tests Capability to perform all essential functions with or without reasonable accommodation Core Competencies Demonstrates strong leadership in developing and supervising a customer service team while ensuring compliance with established policies and procedures. Proficient in analyzing data to improve efficiency and enhance customer satisfaction. Highest-signal resume keywords Customer Service Team Development Interpersonal Skills Analytical Skills Performance Monitoring SOP Compliance ATS Optimization Keywords Hard Skills Data Analysis Report Generation Database Management Work-Volume Statistics Compilation Staffing Recommendations Soft Skills Coaching Motivation Communication Problem-Solving Feedback Provision Certifications & Qualifications Bachelor’s Degree or Equivalent Background Check Clearance Drug and Alcohol Test Clearance Industry Keywords Customer Service Performance Feedback Workflow Management Safety Programs Technical Presentations Tools & Technologies PBX Systems ACD Data Monitoring #J-18808-Ljbffr Jobtailor