Customer Support Supervisor-1030 TO 7:30 PM Shift

Key Responsibilities:

• Supervise a team of call center agents to ensure efficient and effective customer service delivery.


• Monitor call metrics and agent performance using reporting tools.


• Provide coaching, feedback, and support to team members to improve performance.


• Handle escalated customer issues and resolve complaints professionally.


• Assist in scheduling shifts and managing attendance.


• Collaborate with other supervisors and management to implement process improvements.


• Maintain a positive and productive work environment.


• Ensure compliance with company policies and procedures.

Qualifications:

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).


• Previous experience in a call center or customer service role is a plus.


• Strong interpersonal and communication skills.


• Ability to lead and motivate a team.


• Basic proficiency in Microsoft Office and call center software.


• Problem-solving and conflict resolution skills.


• Willingness to learn and grow in a supervisory role.


• 3 + years of experience in a fast-paced customer service role requiring the ability to handle multiple tasks at various stages of completion.


• Previous experience requiring clear and calm communication by phone.


• Previous experience requiring the ability to effectively use the computer system and maintain good records.

 Work Environment: 

This job is performed in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

 Physical Demands: 

While performing the duties of this job, the employee is regularly required to speak, hear, and see.  The employee is frequently required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms.  

Preferred Skills   and Experience: 

• Demonstrated Coaching and Development of direct reports.


• Minimum of 3 years of leadership experience in a Contact Center or similar environment 


• Demonstrated understanding of Contact Center Metrics