Customer Service Supervisor

WSP in the U.S.; Oakland (CA); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Customer Service Supervisor to lead a dynamic team in ensuring exceptional service delivery. This role is pivotal in overseeing daily operations, managing escalated customer issues, and fostering team development. The ideal candidate will possess strong analytical skills, effective communication abilities, and a passion for customer service. With a focus on achieving operational goals and enhancing team performance, this position offers a unique opportunity to make a significant impact in a fast-paced environment. Join a forward-thinking company dedicated to excellence in service and employee growth.

Qualifications

• Minimum one year of customer service experience; supervisory experience preferred.
• Ability to analyze data and use workforce management software.

Responsibilities

• Supervise and coordinate activities of customer service representatives.
• Resolve customer disputes and handle escalated issues.
• Monitor team performance and provide coaching.

Skills

Data Analysis

Effective Communication

Microsoft Office Suite

Customer Service

Supervisory Skills

Bilingual (Spanish/Mandarin)

Education

High School Diploma

Some College

Tools

Workforce Management Software

Microsoft Visio

Microsoft Access

Job description

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JOB SUMMARY

The Customer Service Center (CSC) Supervisor plays a key role in the day-to-day operations of the Customer Service Center by overseeing a team of Customer Service Agents (CSAs) and Team Leads. The Supervisor ensures that appropriate staff coverage is maintained, customer service standards are met, and operational goals are achieved. This role involves managing escalated customer issues, offering timely resolutions, and providing ongoing support to the team. The Supervisor will also be responsible for monitoring team performance, delivering constructive feedback, and assisting with coaching and development efforts to ensure optimal team performance.

DUTIES AND RESPONSIBILITIES

1. Supervise, coordinate, and schedule the activities of customer service representatives and leads.
2. Prepare and provide customer service performance statistics, monitor attendance, support career development, and conduct remedial training.
3. Implement directives from the CSC Operations Manager to meet key performance indicators (KPIs).
4. Resolve customer disputes, handle escalated issues, and recommend corrective actions.
5. Conduct quality checks, provide coaching and training, and give immediate feedback.
6. Analyze productivity metrics for anomalies and trends, addressing issues proactively.
7. Monitor phone activity to ensure policy adherence.
8. Support employee development through feedback, coaching, and mentorship.
9. Manage performance issues, deliver corrective actions, and support staff career growth.
10. Perform projects assigned by the CSC Operations Manager, including call audits and reporting.
11. Monitor real-time service levels, adjust resources as needed, and report on performance metrics.
12. Build strong relationships with internal clients.
13. Work independently and collaboratively to meet operational objectives.
14. Study business functions to recommend system and process improvements.
15. Troubleshoot operational and system issues.
16. Manage the flow of business intelligence information.
17. Support additional duties as needed to ensure smooth operations.

Qualifications

• Ability to analyze and interpret data using workforce management software.
• Effective communication skills across all management levels.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint); experience with Visio and Access is a plus.
• Ability to prioritize tasks, make decisions under pressure, and maintain confidentiality.
• Experience in transportation environment preferred.
• Bilingual skills in Spanish or Mandarin/Cantonese are a plus.
• Minimum one year of customer service experience; supervisory experience preferred.
• High School Diploma or GED; some college preferred.

Physical Demands

• Primarily sedentary work; ability to lift up to 10 pounds.
• Ability to walk, stand, and perform visual and auditory tasks.
• Use of computer and office equipment daily.

Supervisory Responsibilities

Supervises customer service representatives and leads, in accordance with company policies and laws.

Additional Information

• High School Diploma or equivalent required; college experience preferred.
• One or more years of customer service experience required; supervisory experience preferred.
• Bilingual in Spanish or Mandarin/Cantonese is a plus.