Customer Service Supervisor

Jobtailor

Ridgeville (SC)

On-site

USD 55,000 - 75,000

Full time

41 hours ago

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Job summary

Jobtailor in Ridgeville, SC is seeking a skilled supervisor to lead a customer service team. You will supervise agents, specialists, and coordinators, driving performance, coaching, and quality standards across daily operations.

Responsibilities include analyzing data to improve efficiency, monitoring ACD metrics, reducing hold times, and ensuring adherence to SOPs. Bachelor's degree and some supervisory experience preferred.

Qualifications

Exceptional interpersonal and analytical skills are required.
Bachelor’s degree or equivalent strongly preferred.
0–2 years of related supervisory experience is generally preferred.
Must be able to pass background checks and drug/alcohol tests.

Responsibilities

Supervise and develop customer service agents, specialists, and coordinators.
Develop, motivate, and supervise a world-class customer service team.
Answer questions about services.
Enter information into computers to compile work-volume statistics and maintain records.
Handle complaints according to client protocols and SOPs; audit, research, report, and resolve issues.

Skills

Interpersonal Skills

Analytical Skills

Leadership

Coaching

Communication

Problem-Solving

Feedback Provision

Education

Bachelor’s Degree or Equivalent

Tools

Data Analysis

Report Generation

Database Management

Work-Volume Statistics

Staffing Recommendations

PBX Systems

ACD Data Monitoring

Job description

Supervise and develop customer service agents, specialists, and coordinators
Develop, motivate, and supervise a world-class customer service team
Answer questions about services
Enter information into computers to compile work-volume statistics and maintain customer service request and complaint records
Handle complaints according to client protocols and SOPs; audit, research, report, and resolve service issues
Maintain databases for call volumes and staffing; recommend staffing changes using trends, anticipated events, and PBX data
Monitor agent productivity and generate reports
Monitor ACD data and reduce customer hold times to increase satisfaction
Monitor calls for employee demeanor, technical accuracy, and policy compliance
Check department work for errors and provide performance feedback and coaching
Determine work procedures, prepare schedules, and expedite workflow
Study and standardize procedures to improve department efficiency
Ensure a safe working environment through safety programs and procedures
Select and place staff, arrange training, define assignments, and manage performance
Provide guidance according to established policies and recommend unit or sub-unit policy changes
Interact with subordinates, outside customers, and peer groups at various management levels
Conduct presentations of technical information concerning projects and schedules

Requirements

Exceptional interpersonal and analytical skills
Bachelor’s degree or equivalent strongly preferred
Generally preferred: 0–2 years of related supervisory experience
Must be able to pass required federal/state/local government, airport, or company background checks and clearances
Must be able to pass required drug and alcohol tests
Capability to perform all essential functions with or without reasonable accommodation

Core Competencies

Demonstrates strong leadership in developing and supervising a customer service team while ensuring compliance with established policies and procedures. Proficient in analyzing data to improve efficiency and enhance customer satisfaction.

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