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 the computer to compile work-volume statistics and maintain records of customer service requests and complaints Handle customer complaints according to client protocols and SOPs Audit, research, report, and resolve customer service issues Maintain databases regarding call volumes and staffing Recommend staffing changes based on day of week, industry trends, anticipated events, and PBX data Monitor agent productivity and generate reports Monitor ACD data and help reduce customer hold times Monitor calls for employee demeanor, technical accuracy, and compliance with policies and standards Check department work for accuracy and errors Provide performance feedback and coaching to employees and supervisors Determine work procedures, prepare work 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, ensure training, and define job assignments Manage performance to achieve productivity levels and organizational objectives Act as an advisor to units or sub-units and resolve operational problems Administer company policies affecting subordinate employees and recommend policy changes Requirements Bachelor’s degree or equivalent strongly preferred Generally prefer 0–2 years of related supervisory experience Exceptional interpersonal skills Exceptional analytical skills Ability to pass federal, state, local government, airport, or company-required background checks and clearances Ability to pass required drug and alcohol tests Ability 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 policies and standards. Proficient in analyzing performance metrics and implementing strategies to enhance operational efficiency and customer satisfaction. Highest-signal resume keywords Customer Service Supervision Performance Feedback and Coaching Data Analysis and Reporting Interpersonal Skills Problem Resolution Hard Skills Statistical Analysis Database Management Workforce Management SOP Compliance Performance Monitoring Soft Skills Interpersonal Skills Analytical Skills Certifications & Qualifications Bachelor’s Degree or Equivalent Industry Keywords Customer Service Operational Efficiency Staffing Recommendations Safety Programs Tools & Technologies ACD Systems PBX Data #J-18808-Ljbffr