Call Center Customer Service Supervisor

Hours: 8:00AM to 5:00PM, Monday through Friday and some Saturdays

Starting Salary: $60K per year

Position Summary:

IWS (Interstate Waste Services) is seeking to hire an experienced Call Center Customer Service Supervisor at our Danbury, CT facility. The Customer Service Supervisor is responsible for leading and managing the daily operations of the customer service team across multiple support channels, including phone, email, chat, sales support, and specialized customer service roles. This role ensures service excellence by monitoring performance, providing coaching and feedback, and implementing strategies to enhance efficiency and customer satisfaction.

The Supervisor plays a key role in driving team success, fostering a collaborative and high-performing work environment, and contributing to continuous process improvement initiatives. By maintaining service quality and optimizing workflows, the CS Supervisor supports sustainable business growth and enhances the overall customer experience.

Job Duties & Responsibilities:

Hire and onboard new employees.

Handle high-level escalations; escalations raised by SME’s and Escalations Specialists.

Analyze client issues using root-cause analysis to improve processes and procedures for enhanced efficiency and productivity.

Manage and facilitate pipeline of complaints ensuring the most expedited and accurate resolution and provide feedback to upstream to ensure adequate improvements are implemented for a higher FCR (first contact resolution).

Proactively review the service delivered and make recommendations to continuously improve the customer experience.

Provide direct feedback via weekly 1:1’s to downstream identifying performance opportunities for improvement with proper mentoring and coaching’s.

Lead weekly team meetings.

Devise ways to optimize procedures and keep staff motivated.

Prepare monthly/annual results and performance reports.

Ensure adherence to policies for attendance, established procedures etc.

Daily monitoring of all customer service queues; phone and email and assist when needed; proactively monitor the call and email queues moving resources around throughout the day as needed.

Review and revise SOP’s, QRG’s (Quick Reference Guides), Knowledge Base articles, and AI intents; organize repeating tasks into concise, actionable SOPs, identify issues and know how to correct them.

Collaborate with internal core team to develop and implement quality improvement initiatives.

Ensure processes are always efficient and current.

Review and make any necessary suggestions to improve training materials.

Monitor and assess staff knowledge and skill level; retrain when necessary and document all phases.

Qualifications:

Bachelor’s degree preferred.

Minimum of 5+ years’ experience working in a call center and in leadership/resolution type role.

Experience developing people and leading a team; creative approach to training and a desire to make learning interactive.

Experience working under pressure to meet deadlines and targets.

Ability to think in SOPs and systems.

Affinity for quality and customer service.

Impeccable communication skills (both written and verbal) ensuring delivery is of the highest quality and standard to certify clarity, appropriate level of detail, and timely response.

Desire to be a change agent.

Ability to be agile and work in ambiguous environments.

Passionate and compassionate.

A self-starter with strong prioritization, management, and organizational skills.

Enthusiastic team player with a strong sense of ownership and can-do attitude.

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Category: Support

Job Type: Full Time

Job Location: Danbury