Call Center Customer Service Supervisor

The Customer Service Supervisor will oversee the daily operations of the customer service department, ensuring high levels of customer satisfaction, efficient service delivery, and the effective management of the team. This role is responsible for training staff, addressing customer concerns, and implementing best practices to enhance the quality of service.

Key Responsibilities:

- Team Leadership:

- Supervise and guide customer service representatives to achieve departmental and company goals.

- Conduct regular performance evaluations and provide feedback.

- Customer Support:

- Handle escalated customer inquiries and complaints with professionalism and empathy.

- Develop and maintain strong relationships with customers, ensuring their needs are met.

- Training and Development:

- Train new hires in customer service policies and procedures.

- Organize ongoing training programs to improve team skills and service knowledge.

- Operational Management:

- Monitor team performance metrics and implement improvements when necessary.

- Ensure compliance with company policies and procedures.

- Reporting and Analysis:

- Generate reports on customer service performance and customer feedback.

- Analyze data to identify trends and areas for improvement and communicate results to management.

- Collaboration:

- Work closely with other departments to resolve issues and improve delivery of service.

- Participate in budget planning and resource allocation for the customer service department.

- Sales & Growth Support: Identify opportunities to create additional business by offering additional services to our callers/customers.

This position is based at our Regional Call Center in Monroe, NC and is not a remote position.

Requirements:

Other job responsibilities:

- Employees in this job classification must attend and participate in corporation sponsored training courses as assigned.

- Employees in this job classification are responsible for keeping up to date on current technology, as job appropriate.

- Any additional job duties that may be assigned by the Manager.

Qualifications:

- Bachelor's degree in business administration, Communication, or a related field (preferred).

- Previous experience in customer service, with at least 2 years in a supervisory role.

- Strong leadership and interpersonal skills.

- Excellent verbal and written communication skills.

- Proficient in using customer service software and MS Office applications.

- Ability to handle difficult situations with tact and professionalism.