Customer Operations Supervisor - Lead CSR Team & SLA

EMCOR Facilities Services; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

EMCOR Facilities Services in Tempe, AZ, is seeking a capable manager to lead a team of call center customer service representatives, providing frontline support for contracted customers, service providers, and technicians.

You will coach CSRs, monitor performance against SLAs and KPIs, manage schedules, participate in interviews, and drive continuous improvement while upholding CSC policies.

Qualifications

• Bachelors degree in business or equivalent management experience.
• Experience leading a CSR or contact center team preferred.
• Fluent in English; bilingual Spanish/English a plus.
• Experience with a work order management system is a plus.

Responsibilities

• Oversee day-to-day activities and performance of CSR team.
• Monitor and meet SLA/KPI targets for multiple accounts.
• Coach CSRs and conduct performance reviews.
• Manage CSR schedules and shift coverage.
• Escalate issues and partner with management as needed.
• Analyze reporting metrics to drive improvement.

Skills

Advanced Excel

MS Office Proficient

Leadership

Problem-solving

Data analysis

Written communication

Relationship building

Time management

Bilingual (Spanish/English)

Education

Bachelor's degree in business or equivalent management experience

Tools

Work order management system

Job description

EMCOR Facilities Services in Tempe, AZ, is seeking a capable manager to lead a team of call center customer service representatives, providing frontline support for contracted customers, service providers, and technicians.

You will coach CSRs, monitor performance against SLAs and KPIs, manage schedules, participate in interviews, and drive continuous improvement while upholding CSC policies.