Customer Service Supervisor

Customer Service Supervisor

A customer service supervisor will lead and support a team of customer service representatives in delivering exceptional service. In this role, you will oversee daily operations, coach and develop team members, manage performance metrics, and ensure high-quality interactions with customers. The ideal candidate is a strong leader with a customer-first mindset, excellent communication skills, and the ability to thrive in a fast-paced call center environment.

Key Responsibilities:

• Supervise, mentor, and lead a team of call center representatives to achieve performance targets and service level agreements (SLAs).
• Monitor and evaluate daily call volume, quality, and team productivity using key performance indicators (KPIs).
• Provide regular coaching, feedback, and training to improve individual and team performance.
• Handle complex or escalated customer issues professionally and promptly.
• Develop and implement strategies to improve customer satisfaction and operational efficiency.
• Schedule and coordinate shift coverage to ensure adequate staffing levels.
• Collaborate with other departments to resolve customer issues and streamline processes.
• Prepare and present performance reports and recommend improvement plans to senior leadership.
• Ensure team compliance with company policies, procedures, and industry regulations.
• Collaborate with branch leadership to ensure alignment and process improvements.
• Partner with front line to identify call trends.
• Peer to peer collaboration.
• Administrative tasks
  • Payroll
  • Attendance
  • Scheduling
  • HR partnership
  • Recruiting/Interviewing
  • Call log management
• Fosters an environment that includes accountability, teamwork, and continuous learning.