Full-Time Customer Service Supervisor

Job Summary: We seek a dedicated and experienced Customer Service Supervisor to support call center operations. The ideal candidate has a strong background in BPO management, using contact center tools (Quality Management, surveys, call listening) to improve customer sentiment and first contact resolution. This role involves supervising a team, ensuring high-quality service, and optimizing call center processes.

Key Responsibilities:

1. Team Supervision: Lead, mentor, and manage a team to achieve performance targets and high customer satisfaction.
2. BPO Support: Back up the manager to support the BPO partnership, when needed.
3. Call Analysis: Monitor and evaluate call quality, identify trends, and suggest improvements using call analysis tools.
4. Training and Development: Conduct one-on-one sessions, role plays, and training to enhance team skills and knowledge.
5. Performance Monitoring: Track and analyze KPIs to assess team performance and identify areas for improvement.
6. Customer Feedback: Analyze customer feedback data to identify agent gaps, provide feedback to management, and improve training and agent consistency. Collect agent feedback on systems, customer sentiment, and provide data for solutions and resolutions to enhance customer experience.
7. Problem Resolution: Handle escalated customer issues and complaints requiring supervisor intervention, ensuring timely and effective resolution.
8. Process Improvement: Implement process improvements delivered by management to enhance call center efficiency.

Education and/or Experience: Bachelor's degree in business administration, management, or related field, AND/OR 3-5 years of call center experience, with at least 2 years in a supervisory role. Strong partnering with BPO teams and proven ability to drive and motivate teams is a plus.

Skills: Strong leadership and team management, excellent communication and interpersonal skills, proficiency in call analysis tools, ability to review dashboards and generate actionable insights, proactive problem-solving, and experience using call center systems.

Attributes: Customer-focused, fast-paced work environment, detail-oriented, organized, adaptable, and proactive.

Possible employment type: Full-time

Possible allowed location: Plano, TX

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