Customer Service Supervisor

US·AnyRemotemid

Customer SupportCustomer Service Representative

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Requirements Summary

HS Diploma or GED Minimum of 4 years of supervisory / management experience in a centralized call center environment.

Technical Tools

Customer SupportCustomer Service Representative

Handle inbound customer calls
Handle escalated calls; resolve customer issues
Run daily, weekly monthly Call Center Performance Report
Run daily, weekly, and monthly CSR Performance Summary
Identify and provide consistent coaching to low performing employees
Consistently managing the call center activity board to monitor performance, after call work times (ACW), and breaks and lunches
Ensure proper coverage for call center and dispatcher departments by adjusting breaks and lunches as needed to maximize agent available time and decrease abandon rate
Review paid time off (PTO) requests for call center staff and submit to the Assistant Call Center Manager for final approval.
Create and conduct employee action and corrective action plans, when needed.
Send trouble tickets to help desk when problems arise
Communicate and assist with training all changes such as updates, ETA’s, and system issues that may affect production
Monitor email leads and delegate as they come in
Interview potential candidates for hire
Assist with training new hires, if needed
Must have the ability to multi-task and work on multiple projects simultaneously.
Quality – monitor and score inbound calls for CSR’s; conduct side by side call observations; calibrate with Call Center lead(s) to ensure quality scores are accurate
Coach and develop employees based on deficiencies and provide action plans to improve CSR’s overall call performance and meet departmental goals.
All other duties as assigned

~1 min read

HS Diploma or GED
Minimum of 4 years of supervisory / management experience in a centralized call center environment. Related experience and/or advanced training or any equivalent combination and experience in a similar field may be considered.
Experience coaching and developing employees
Must have proven positive leadership skills working with leads and employees
Ability to perform in a high-volume environment and work on multiple projects simultaneously.
Experience working in the home services industry preferred
Multitask by completing phone and computer work simultaneously
Capability to type at least 40 WPM
Proficiency with Microsoft Office or Google Suite
Ability to work fast paced and remain organized
Must be a U.S. Resident

Where is the job

Any, US

Remote within one country

About this job

Pay per year: $60,000–$65,000 a year; 64% above the $38,168 median for Customer Service Representative jobs on Jobera (2,351 salaries).
Posted: 2 days ago
Employer: has 3 open jobs on Jobera.