Call Center Customer Experience Lead

Veolia North America, LLC; Teaneck Township (NJ); On-site; USD 87,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Tuition reimbursement

Paid time off

Volunteer time off

Job summary

Veolia North America, LLC is hiring a Customer Service/Call Center Supervisor to lead a team of CSRs and Senior Clerks, ensuring timely, professional customer service. You will manage scheduling, escalations, and performance reviews while driving process improvements and revenue integrity reporting.

The role emphasizes a customer-centric approach, collaboration with internal teams, and maintaining high quality assurance across operations.

Qualifications

• Bachelor's degree required.
• 3–5 years of supervisory experience in a call center/customer service environment.
• 3+ years of customer service experience analyzing and solving customer problems.

Responsibilities

• Monitor real-time contact center metrics and adjust staffing.
• Manage scheduling, adherence, and daily operational needs.
• Ensure department goals/SLAs are met and complete required reporting.
• Recruit, train, coach, and mentor CSRs and support staff.
• Oversee escalation process to ensure timely customer resolution.
• Maintain knowledge of procedures and safety guidelines.
• Collaborate with internal stakeholders to identify improvements.
• Support collections staff and analyze revenue integrity reports.

Skills

CMS knowledge

IVR systems

Google Apps

Advanced Excel

Interpersonal skills

Analytical thinking

Independent work

Education

Bachelor's Degree

Tools

Gmail

Google Sheets

Google Drive

MS Excel

Job description

Veolia North America, LLC is hiring a Customer Service/Call Center Supervisor to lead a team of CSRs and Senior Clerks, ensuring timely, professional customer service. You will manage scheduling, escalations, and performance reviews while driving process improvements and revenue integrity reporting.

The role emphasizes a customer-centric approach, collaboration with internal teams, and maintaining high quality assurance across operations.