Customer Service Supervisor

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring the delivery of high-quality service, achieving customer satisfaction, monitoring team performance, and ensuring compliance with company policies, procedures, and service standards.

• →Supervise the daily activities of the customer service team and assign tasks effectively.
• →Monitor and evaluate team performance using Key Performance Indicators (KPIs).
• →Train, coach, and develop customer service representatives to enhance their skills and performance.
• →Handle escalated customer complaints and ensure timely and effective resolution.
• →Ensure compliance with company policies, procedures, and customer service standards.
• →Prepare and submit regular performance and operational reports to management.
• →Provide ongoing feedback and performance coaching to team members.
• →Coordinate with other departments to resolve customer issues and improve the customer experience.
• →Manage staff schedules, attendance, and leave to maintain adequate service coverage.
• →Identify opportunities for process improvements and implement best practices to enhance service quality.

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Service Level Agreement (SLA) Compliance
• Average Response and Resolution Time
• Quality Assurance (QA) Scores
• Team Productivity and Performance Achievement