Customer Service Supervisor

Customer Service Supervisor

EarthCam is seeking a Customer Service Supervisor to lead a team of customer service representatives in a fast-paced, call center environment.

This role is responsible for managing daily call center activity, monitoring call queues and staffing coverage, coaching representatives, and handling customer escalations.

You will maintain service quality, reinforce team accountability, and ensure customer inquiries are handled efficiently from initial contact through resolution.

Responsibilities include:

• Supervise daily call center operations and provide real-time direction to customer service representatives
• Monitor inbound call queues, wait times, abandoned calls, and open tickets to identify and address service delays
• Coordinate schedules, breaks, and coverage to maintain appropriate staffing throughout the day
• Monitor attendance, schedule adherence, and representative availability
• Lead weekly team meetings and regular one-on-one meetings to communicate priorities and review performance
• Monitor live and recorded calls, evaluate interactions, and provide actionable coaching
• Reinforce call handling standards, professional phone etiquette, accurate documentation, and consistent follow-through
• Serve as the escalation point for complex customer concerns and step in to support calls during peak periods
• Track first-call resolution, customer satisfaction, quality scores, call handling time, and ticket aging
• Prepare performance reports, identify gaps, and implement coaching or corrective action plans
• Support onboarding and ongoing training on products, systems, call handling, and escalation procedures
• Coordinate with internal departments to resolve customer issues and ensure clear ownership through resolution
• Identify recurring call drivers and recommend improvements to workflows, training, and self-service resources
• Coach representatives to recognize relevant upsell opportunities and coordinate with Sales when appropriate