Customer Service Supervisor

Job Summary:
At Silencer Central, we believe that Customers + Integrity = Winning. The Customer Service Supervisor will oversee activities related to the daily functions of the Customer Service team. This role will monitor performance and track metrics to identify opportunities for individual and team development. In addition, the Customer Service Supervisor will implement training, quality assurance initiatives, and coaching strategies.

Essential Functions:

• Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Manages a team of assigned seniors and front-line representatives and ensures they comply with company guidelines particularly related to quality of service
• Coaches and develops direct report employees skill set and knowledge
• Responsible for supervisory administrative duties including time cards, PTO requests, performance evaluations, bi-weekly one-on-one's, etc. for all direct reports.
• Reviews reports and analysis of call center activity to identify and drive changes, improvement opportunities and areas of concern related to service, call volume, problem resolution, staffing, functionality, call handling, and department operations
• Identifies opportunities to update or improve customer service procedures, workflows, processes and makes recommendations to the Manager of Customer Service or other appropriate staff
• Assists the team directly with escalated service situations and issues requiring additional research with other departments across the company
• Duties include developing, implementing, maintaining and evaluating employee training programs and instructional materials, conducting training classes, assigning work to others, explanation and review of current department policies and procedures and statistical reporting of work group performance
• Promote effective communication among departments to engage our team to work together to achieve common goals
• Leverage technology and implement processes to increase efficiencies and reduce costs
• Monitor and report KPIs and metrics
• Learn and understand the regulatory guidelines of the industry
• Oversee the accurate and timely submission of paperwork to the Federal Government for review on behalf of our customers
• Other duties as required to support customer service and operations