We are seeking a results-driven and customer-focused Customer Service Supervisor to support daily call center operations while driving improvements in customer experience, agent performance, and operational effectiveness. This role is ideal for a leader who combines strong people management skills with the ability to analyze call interactions, quality metrics, customer feedback, and performance data to identify trends, coach agents, and recommend process improvements.
The Customer Service Supervisor will oversee a team of customer service representatives, monitor service quality, evaluate call and survey data, and partner with leadership to implement strategies that improve customer sentiment, first contact resolution, quality assurance results, and overall team performance. The ideal candidate brings experience using contact center tools such as quality management platforms, call listening systems, dashboards, and customer survey reporting to turn insights into meaningful action.
Key Responsibilities
Team Leadership and Supervision: Lead, coach, and develop a team of customer service representatives to meet performance expectations, deliver excellent service, and maintain high levels of customer satisfaction.
Call Quality and Interaction Analysis: Review call recordings, quality evaluations, and customer interactions to assess service quality, identify coaching opportunities, and improve consistency in call handling.
Performance Data Analysis: Analyze key call center metrics such as quality scores, customer satisfaction, first contact resolution, adherence, handle time, and other operational KPIs to identify trends and performance gaps.
Customer Experience Improvement: Evaluate customer sentiment through survey feedback, call listening, and interaction trends to identify root causes of customer pain points and recommend improvements that enhance customer experience.
Coaching and Development: Conduct regular one-on-one meetings, side-by-side coaching, role-playing sessions, and performance discussions to strengthen agent skills, reinforce expectations, and improve outcomes.
Process Improvement: Identify opportunities to improve workflows, scripting, service delivery, and team processes through data analysis, observation, and feedback from frontline interactions. Support implementation of operational changes directed by leadership.
Reporting and Insights: Prepare and communicate performance observations, trend analysis, and actionable recommendations to management to support decision-making and continuous improvement efforts.
Escalation Management: Handle escalated customer concerns requiring supervisor support, ensuring issues are resolved professionally, promptly, and in alignment with service standards.
Cross-Functional Collaboration: Partner with quality assurance, training, workforce management, and operations leadership to address recurring issues, improve agent readiness, and support business objectives.
