Customer Experience Supervisor - Call Center Leader

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

Benefits offered by this job

401(k) plan

Paid time off

Health insurance

Job summary

Veolia North America is seeking a seasoned Customer Service Supervisor to oversee daily operations of the Call Center, ensuring premier customer satisfaction and efficient service delivery. You will manage CSRs and Senior Clerks, monitor real-time metrics, and drive continuous process improvements.

The role emphasizes a customer-centric approach, quality assurance, and collaboration with internal stakeholders to meet company goals and regulatory requirements.

Qualifications

• Bachelor’s Degree.
• 3-5 years supervisory experience in a call center/customer service environment.
• 3+ years customer service experience solving customer problems.
• Utility or Telecommunication experience is a plus.

Responsibilities

• Supervise daily Customer Service/Call Center operations and staff.
• Monitor real-time metrics and adjust staffing.
• Ensure SLAs and reporting requirements.
• Coach CSRs and develop training programs.
• Oversee escalation process to ensure timely resolutions.
• Oversee revenue integrity and collections support.

Skills

CMS & IVR knowledge

Google Apps proficiency

Advanced Excel

Interpersonal communication

Analytical problem solving

Independent work

Decision making

Call monitoring & coaching

Education

Bachelor's Degree

Tools

Google Apps (Gmail/Sheets/Drive)

Microsoft Excel (Advanced)

IVR systems

Job description

Veolia North America is seeking a seasoned Customer Service Supervisor to oversee daily operations of the Call Center, ensuring premier customer satisfaction and efficient service delivery. You will manage CSRs and Senior Clerks, monitor real-time metrics, and drive continuous process improvements.

The role emphasizes a customer-centric approach, quality assurance, and collaboration with internal stakeholders to meet company goals and regulatory requirements.