Customer Service Center Supervisor

This Opportunity JOB SUMMARY

The Customer Service Center (CSC) Supervisor plays a key role in the day-to-day operations of the Customer Service Center in Concord, CA by overseeing a team of Customer Service Agents (CSAs) and Team Leads. The Supervisor ensures that appropriate staff coverage is maintained, customer service standards are met, and operational goals are achieved. This role involves managing escalated customer issues, offering timely resolutions, and providing ongoing support to the team. The Supervisor will also be responsible for monitoring team performance, delivering constructive feedback, and assisting with coaching and development efforts to ensure optimal team performance.

DUTIES AND RESPONSIBLITIES

• Supervise, coordinate, and schedule the activities of customer service representatives and leads.

• Prepare and provide customer service performance statistics, monitor customer service attendance, provide career path progress, provide career development for staff, and provide remedial training.

• Responsible for implementing directives of CSC Operations Manager regarding the achievement of key performance indicators (KPI).

• Resolve customer disputes with upset/escalated customers. Answer questions and recommend corrective services to address customer complaints and research resolutions and/or redirect issues when appropriate.

• Process quality checks on daily work for Customer Service Representatives and provide immediate coaching, refresher training, and feedback on processes.

• Review productivity metrics to identify anomalies and trends and proactively address relevant issues.

• Monitor phone activity in the system to ensure proper handling and adherence to policies and procedures.

• Provide employee development, through constructive feedback, coaching, training/developing, and applying mentorship techniques.

• Provide employee development where needed to ensure all staff meet all minimum performance requirements. Deliver corrective action and/or disciplinary measures when needed to staff. Monitor and provide constant feedback on career path development for staff.

• Perform various projects assigned by the CSC Operations Manager such as end-of-day procedures, call audits, service recovery, email stats, and miscellaneous reporting.