Customer Service Supervisor

Mintex Inc; Chicago (IL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k)

Health insurance

Bonus based on performance

Accrued Paid Time Off and Sick Leave

Employee Discounts

Performance Incentives

Job summary

Mintex, Inc. is seeking a Customer Service Supervisor to lead and support our customer service team. This exempt role provides leadership, coaching, and strategic oversight to representatives working in-office and remotely to ensure service delivery meets performance standards.

The role oversees daily operations, monitors performance, and drives process improvements while fostering accountability and professional development within the team. Standard in-office schedule applies in Chicago.

Qualifications

• High School Diploma or equivalent required; college degree preferred.
• Minimum 2 years of supervisory or managerial experience in a call center.
• Proven ability to lead, motivate, and develop high-performing teams.
• Strong communication, problem-solving, organizational and conflict resolution skills.
• Proficiency in CRM systems, reporting tools, and Microsoft Office Suite.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to customer service excellence and continuous improvement.
• Bilingual Spanish preferred but not required.

Responsibilities

• Supervise daily operations of the customer service team, ensuring adherence to performance metrics and SLAs.
• Monitor and evaluate team performance, providing regular feedback, coaching, and reviews.
• Develop and implement process improvements to enhance satisfaction and efficiency based on data.
• Resolve escalated customer issues and ensure timely reporting per policies.
• Collaborate with cross-functional teams to align CS strategies with business objectives.
• Maintain reporting on team performance, customer feedback, and trends.
• Ensure compliance with laws, regulations, and internal policies, including data privacy.
• Support onboarding and training of new team members and foster a positive culture.
• Lead initiatives to improve remote and in-office productivity and quality assurance.
• Administer corrective action per progressive discipline process.
• Meet with upper management to provide performance analysis during/after hours.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Conflict resolution

Multi-tasking

Bilingual Spanish

Education

High School Diploma

College degree

Tools

CRM systems

Reporting tools

Microsoft Office Suite

Job description

Benefits:

• 401(k)
• Bonus based on performance
• Health insurance

Job Overview:

Mintex, Inc. is currently hiring for a Customer Service Supervisor role! Mintex is seeking an experienced and dynamic Customer Service Supervisor to lead and support our customer service team. This supervisory role is responsible for overseeing daily call center operations, ensuring service excellence, and driving performance improvements in alignment with organizational goals.

Job Summary:

The Customer Service Supervisor is an exempt role. It will provide leadership, coaching, and strategic oversight to a team of customer service representatives working in-office and remotely. This role ensures that service delivery meets or exceeds performance standards, fosters a culture of accountability and continuous improvement, and supports the professional development of team members.

Key Responsibilities:

• Supervise daily operations of the customer service team, ensuring adherence to performance metrics and service level agreements (SLAs).
• Monitor and evaluate team performance, providing regular feedback, coaching, and performance reviews through daily, weekly, or ad hoc meetings, virtual or in-person.
• Develop and implement process improvements to enhance customer satisfaction and operational efficiency based on current and historical data, analytics, and metrics.
• Resolve escalated customer issues as needed or per customer request and ensure timely resolution and reporting in accordance with company policies and client servicing agreements.
• Collaborate with cross-functional teams to align customer service strategies with business objectives.
• Maintain accurate reporting on team performance, customer feedback, and service trends.
• Ensure compliance with all applicable laws, regulations, and internal policies, including data privacy and confidentiality standards.
• Support onboarding and training of new team members and foster a positive and inclusive team culture.
• Lead initiatives to improve remote and in-office productivity, engagement, and quality assurance.
• Administer corrective action in accordance with the established progressive discipline process.
• Meet and collaborate with upper management during or outside of call center production hours (9am - 6pm CST), on a scheduled or ad hoc basis to provide performance analysis of department personnel.

Qualifications:

• High School Diploma or equivalent required; college degree preferred.
• Minimum 2 years of supervisory or managerial experience in a call center environment.
• Proven ability to lead, motivate, and develop high-performing teams.
• Strong communication, problem-solving, organizational and conflict resolution skills.
• Proficiency in CRM systems, reporting tools, and Microsoft Office Suite.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to customer service excellence and continuous improvement.
• Bilingual Spanish preferred but not required.

Work Environment and Schedule:

This position is based in our Chicago office, 100% in-office. Standard shifts are Monday to Friday; must be able to work more than40 hours based on business or department needs. Hours of operation: 9:00 AM to 6:00 PM.

Office Location: 700 North Sacramento Blvd. Suite 221, Chicago, IL

Job Type: Full-time (40 hours per week), In-Office

Benefits

• 401(k)
• Health, Dental, Vision, and Life Insurance
• Accrued Paid Time Off and Sick Leave
• Employee Discounts
• Performance Incentives

Physical setting:

• Call center, In-Office