Customer Service Supervisor

The Customer Care Supervisor will be accountable for the supervision of a customer service team, as well as assisting other Contact Center staff to complete the customer service goals and requirements established for each Business Partner. This position is responsible for coaching and motivating the Customer Service Representatives, ensuring that all representatives adhere to appropriate procedures and policies. The Supervisor will provide floor coverage as well as handling escalated customer calls. The Supervisor will deal with front line employee relations issues. Additionally, the Supervisor will forward all Partner specific reporting responsibilities including labor hours, billing information, key performance indicators and any additional reports as necessary.

Responsibilities:

Act as the hub to bring resources (Sales, Scheduling, Quality, Training, etc.) together to achieve Radial Customer Service objectives through CSRs’ performance.
Accountable for overall team performance by providing individual support and coaching to employees.
Ensures that the team is achieving established metric targets, and if not, action plans are put in place to achieve targets.
On a day-to-day basis, monitors CSRs’ performance, activities, and initiatives.
Provide proper guidance and ongoing coaching to CSRs, as defined, and as needed, by utilizing support resources (Sales, Scheduling, Quality, Training, etc.).
Delivers operational excellence through managing team productivity.
Review reports and take action based on analysis to reinforce strengths and effectively address areas of opportunities.

Qualifications:

1-2 years’ experience in relevant business experience with leadership in a call center environment.
Strategic thinker, highly analytical and innovative
Strong interpersonal and communication skills – within the company and with partners
Collaborative approach and excellent problem-solving ability
Strong attention to detail and ability to meet deadlines
Superior written and oral communication skills, coupled with technical acumen
High School or equivalent; preferred BS degree in a related field 2 years customer service experience
Strong Microsoft Office skills including Word and Excel are required
Flexibility to work a non-traditional schedule on a year-round basis including extended hours

Travel:

This position is remote in the following states Georgia, Florida, Wisconsin, Texas and Tennessee.
Travel Is not required.

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