Customer Service Supervisor

Position Summary Responsible for coordinating activities of various types of service agents providing customer support services. Principal Accountabilities Supervise and develop customer service agents, specialists, and coordinators; develop, motivate, and supervise a world‑class team. Answer questions about services. Enter key information into computer to compile work‑volume statistics for performance purposes and 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 a database regarding call volumes and staffing; suggest staffing changes 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 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, 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 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, becoming actively involved as required to meet schedules or resolve problems. Accountability: Provide immediate supervision or assigns 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 the form of objectives with goals and processes to meet goals outlined. 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, or local government, airport, or company‑required background checks, clearances, and/or drug and alcohol tests. Knowledge and Skills Exceptional interpersonal and analytical skills required. Bachelor’s degree or equivalent strongly preferred. Generally prefer 0‑2 years of related supervisory experience. Compensation Base pay $60,000 – $70,000 per year, determined based on job‑related factors. Eligible for a performance‑based bonus program. Benefits Health benefits: medical, prescription, dental, vision, life insurance; flexible and health‑spending accounts; short and long‑term disability coverage; wellness resources. 401(k) plan with company‑matching contributions up to 5%. Paid time off, paid holidays, and additional floating holidays. Benefit details available through the DSV Benefits Showcase. Equal Employment Opportunity 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 special assistance or accommodation is required during the application process, contact HR. DSV reserves the right to defer or close a vacancy at any time. #J-18808-Ljbffr