Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Customer Service Supervisor trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Customer Service Supervisor monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
BrightKey is looking for a hands-on, roll-up-your-sleeve person as one of our Customer Service Supervisors for a world-class organization with national recognition. The position requires a positive, patient work demeanor. The ideal candidate should also have outstanding communication, organization, and leadership skills.
The Customer Service Supervisor will be goal-oriented, accomplished at motivating work teams through creating a positive work environment, and will manage/reward staff based on performance accountability and core values.
Customer Service Supervisor is a professional with excellence in coaching and mentoring methods; identifying and implementing new efficiency strategies, and proactively approaching known challenges before they arise. They will have extensive call center experience, be accustomed to handling escalated calls with superb conflict resolution skills, and be committed to achieving established service standards.
BrightKey thinks so highly of this position that it is a Project Manager, supervising a team of Customer Service professionals.
Key responsibilities:
Qualifications:
· Proven experience as a call center manager or similar experience, two years minimum.
· Strong sense of urgency for Customer Experience improvement.
· Must have the ability to work in a fast-paced, multi-task environment.
· The ability to track progress and communicate project(s) status on a regular basis to all impacted parties.
· Knowledge of performance evaluation and customer service metrics.
· Thorough knowledge of Windows, including Excel and Word, required
· Must be able to manage multiple projects, keep meticulous records, and compose statistical reports.
· Must have the ability to work unscheduled hours and occasional weekends.
· Occasional travel to the client’s offices may be required.
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