Customer Service Supervisor

This is a newly created position designed to serve as the manager's right hand and assist with the day-to-day leadership and oversight of the customer service team. The Supervisor will take ownership of daily team operations, allowing the manager to focus more heavily on higher-level initiatives and the bigger picture. This person will oversee a team of approximately 12 employees and should be comfortable working in a fast-paced customer service environment, handling escalations, monitoring performance, and determining priorities throughout the day. Key Responsibilities Provide day-to-day leadership and support for a team of approximately 12 Customer Service Representatives Monitor daily call activity, workload, and overall team performance Track and manage KPIs, metrics, and quality assurance (QA) Conduct regular 1:1 coaching sessions with team members Assist with employee training, development, and ongoing coaching Handle and help resolve customer escalations Identify priorities and make sound decisions when multiple issues arise simultaneously Hold team members accountable for performance and service expectations Partner closely with the manager on day-to-day operations and serve as a reliable second-in-command Help identify opportunities to improve team performance, customer experience, and internal processes Ideal Background Previous experience as a Customer Service Supervisor, Team Lead, or similar people-leadership role Direct call center leadership experience is preferred but not required Open to candidates who have previously worked as a Customer Service Representative in a call center and later progressed into a Lead or Supervisor position in another customer-facing environment Experience coaching employees, monitoring performance, handling escalations, and managing day-to-day team priorities Comfortable working with performance metrics and QA expectations Key Soft Skills Personality and overall leadership aptitude are especially important for this hire. The ideal candidate will demonstrate: Strong critical-thinking and problem-solving skills Ability to remain composed and make decisions under pressure Strong judgment when determining what requires immediate attention Confidence handling escalated customer and employee situations Sharp, proactive, and able to operate without constant direction Strong communication and interpersonal skills Coachable and willing to learn the organization's processes #J-18808-Ljbffr FlexTek