Customer Service Operations Supervisor - Remote

Overview

The Customer Service Operations Supervisor supports management in ensuring effective and efficient operations of the customer service department by coordinating team activities, facilitating workflow, and overseeing timely responses to customer inquiries.

In Short

• Demonstrates knowledge of phone systems to enhance service delivery.
• Monitors call quality and associates' performance.
• Maintains proper staffing levels for service goals.
• Tracks KPIs and submits payroll data accurately.
• Provides feedback through call monitoring and coaching.
• Plans monthly team activities and recommends engagement programs.
• Collaborates with WFM Analyst on statistical reports.
• Resolves customer issues not handled by associates.
• Motivates and evaluates associates' performance.
• Participates in projects to improve operations.

Requirements

• Strong knowledge of customer service operations.
• Experience in team supervision and coaching.
• Ability to analyze performance metrics.
• Excellent communication skills.
• Proficiency in call monitoring systems.
• Experience with training and development initiatives.
• Ability to manage staffing and scheduling effectively.
• Strong problem-solving skills.
• Experience in project management.
• Ability to foster collaboration among teams.

Benefits

• Competitive salary and performance bonuses.
• Opportunities for professional development.
• Supportive team environment.
• Health and wellness programs.
• Flexible working arrangements.
• Employee engagement initiatives.
• Access to training resources.
• Career advancement opportunities.
• Recognition programs for outstanding performance.
• Work-life balance support.