Supervisor, CSR B2

Supervisor, CSR B2 Location: USA – Fort Worth, Silver Creek Rd Division: Solutions Time Type: Full Time Position Description Summary: Responsible for coordinating activities of various types of service agents providing customer support services. Responsibilities Supervise and develop customer service agents, specialists, and coordinators; motivate and develop a world‑class customer service team. Answer questions about services. Enter key information into the computer to compile work volume statistics for performance purposes and maintain 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 staffing changes based on day of week, industry trends, 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 departmental work for errors; provide performance feedback and coaching. 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. 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. Knowledge, Skills & Experience Exceptional interpersonal and analytical skills required. Bachelor’s degree or equivalent strongly preferred. Generally prefer 0–2 years of related supervisory experience. Compensation Expected base pay range: $70,000.00 – Annual. Actual compensation will be determined based on job‑related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy. Benefits Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws. Equal Employment Opportunity Statement 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. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time. #J-18808-Ljbffr DSV - Global Transport and Logistics