Customer Experience Supervisor (Call Center)

SmartRecruiters, Inc.; Teaneck Township (NJ); On-site; USD 87,000 - 90,000; Full time

Benefits offered by this job

Benefits package

401(k) plan

Paid time off

Job summary

Veolia North America is seeking a Customer Service Supervisor to oversee daily operations of the Customer Service/Call Center, guiding staff to deliver high quality, timely, professional service and to foster a customer-centric culture.

Key duties include monitoring real-time metrics, staffing and scheduling, meeting SLAs, coaching CSRs and Senior Clerks, handling escalations, ensuring compliance and QA, driving process improvements, and supporting revenue integrity through reporting and

Qualifications

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

Responsibilities

• Oversee daily operations of Customer Service/Call Center and Senior Clerks.
• Recruit, train, coach, and mentor CSRs and support staff; conduct evaluations.

Skills

CMS & IVR systems

Google Apps

MS Excel (advanced)

Interpersonal communication

Analytical problem solving

Independent work

Education

Bachelor’s Degree

Tools

CMS

IVR systems

Excel

Job description

Veolia North America is seeking a Customer Service Supervisor to oversee daily operations of the Customer Service/Call Center, guiding staff to deliver high quality, timely, professional service and to foster a customer-centric culture.

Key duties include monitoring real-time metrics, staffing and scheduling, meeting SLAs, coaching CSRs and Senior Clerks, handling escalations, ensuring compliance and QA, driving process improvements, and supporting revenue integrity through reporting and