Customer Service Supervisor

DSV - Global Transport and Logistics Location: Clarksville, TN Division: Solutions Job Posting Title: Customer Service Supervisor – Data Center Time Type: Salary Position Summary Responsible for coordinating activities of various types of service agents providing customer support services. Principal Accountabilities Responsible for the supervision and development of customer service agents, specialists, and coordinators. Responsible for developing, motivating and supervising a world‑class customer service team. Answer questions about services. Key information into computer to compile work volume statistics for performance purposes and to keep records of customer service requests and complaints. Handle customer complaints, adhere to client protocol and SOPs. Audit, research, report, and resolve customer service issues. Assist with maintaining database regarding call volumes and staffing. Suggest changes in staffing based on day of week, industry trends, other anticipated events, and PBX data. Monitor productivity of agents and generate reports. Monitor ACD data to track the length of time customers remain on hold. Assist with corrective action to reduce hold time and increase customer satisfaction. Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards. Check department work accuracy for 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 consistent practice of safety programs and procedures. Select and place staff, ensure staff receives training for job activities, and define specific job assignments. Manage performance to ensure required levels of productivity and achievement of organizational objectives. Working Environment Assignment Complexity – Work on problems of moderate scope where analysis of the situation or data requires review of identifiable factors. Exercise judgment within defined procedures and policies to determine appropriate action. Act as advisor to unit or sub‑units and become actively involved as required to meet schedules or resolve problems. Accountability – Provide immediate supervision or assign tasks to a unit or group of employees. May provide general or direct supervision to exempt employees and/or skilled non‑exempt employees. A portion of time may be spent performing individual tasks. Impact of Decisions – Erroneous decisions or failure to achieve results will cause delays in schedules. Working Relationships – Frequently interact with subordinates, outside customers, and/or functional peer groups at various management levels. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules, etc. Scope – Receive assignments in form of objectives with goals and process to meet those goals. Provide guidance to employees according to established policies and management guidance. Work is reviewed by management to measure achievement of objectives. Administer company policies that directly affect subordinate employees. Recommend changes to unit or sub‑unit policies. Essential Functions Must be able to pass any federal, state, local government, airport or company‑required background checks, clearances and/or drug and alcohol tests. The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation. Knowledge and Skills This is a supervisory position. Exceptional interpersonal and analytical skills are required. A Bachelor’s degree or equivalent is strongly preferred. Generally prefer 0‑2 years of related supervisory experience. Compensation and Benefits Expected base pay: $60,000 – $70,000 per year (actual compensation will be based on job‑related knowledge, skills, experience, geographic location and other objective business considerations). Eligible for a performance‑based bonus program. Comprehensive health benefits: medical, prescription, dental, vision and life insurance; flexible spending accounts; short‑ and long‑term disability coverage; and wellness resources. 401(k) plan with company matching up to 5%. Paid time off, paid holidays and additional floating holidays to support work‑life balance. DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at View email address on click.appcast.io. #J-18808-Ljbffr