Customer Service Supervisor

Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving. Serve as the primary contact for problem resolution and information gathering regarding customer inquiries. Monitor appropriate usage of overtime by the customer contact center staff and follow policy regarding overtime. Ensure employees adhere to work schedules. Provide monthly and real-time coaching to employees for development and to build job knowledge. Ensure employees receive appropriate training and other resources to perform their jobs. Monitor and report on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis. Identify and inform management of trends by reviewing, analyzing and summarizing special reports. Analyse and evaluate the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; create reports as requested. Create and maintain a high-quality work environment so team members are motivated to perform at their best level. Address disciplinary and/or performance problems according to Company policy. Implement work procedures and processes that support Company and departmental standards, procedures and strategic directives. Develop written training material for employees and train during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience. Provide continual evaluation of processes and procedures. Suggest methods to improve area operations, efficiency and service to customers. Requirements Extensive customer service experience Conflict resolution skills Ability to mentor, coach and develop staff High degree of analytical skills Strong oral and written communication skills Proficient in Microsoft Suite applications: Office, Word, Excel and Power Point Utility Industry experience is a plus SAP CRM experience is a plus Associate Degree in accounting, business administration or another business-related field is preferred. Requires a minimum of 5 years’ experience in a contact center environment or related area. Familiar with standard concepts, practices and procedures related to customer service. 2 years of previous supervisory experience. Experience in a public utility customer service work is highly desirable. Core Competencies Demonstrates extensive customer service experience with a strong focus on team management, coaching, and performance evaluation. Proficient in analyzing call metrics and implementing process improvements to enhance customer satisfaction and operational efficiency. Highest-signal resume keywords Customer Service Experience Conflict Resolution Skills Mentoring and Coaching Analytical Skills Supervisory Experience ATS Optimization Keywords Hard Skills Call Handling KPI Monitoring Performance Evaluation Report Creation and Analysis Training Material Development Process Improvement Soft Skills Oral Communication Skills Written Communication Skills Problem Solving Motivational Leadership Certifications & Qualifications Associate Degree in Business Administration Industry Keywords Contact Center Environment Utility Industry Experience Public Utility Customer Service Tools & Technologies Microsoft Office Microsoft Word Microsoft Excel Microsoft PowerPoint SAP CRM #J-18808-Ljbffr