Customer Service Supervisor

Jobtailor; Sugar Land (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Jobtailor is seeking a Customer Service Supervisor in Sugar Land, TX to lead a dedicated support team and ensure top-tier service delivery. You will mentor staff, resolve issues, and monitor performance using KPI metrics to drive improvements.

Ideal candidates bring 5+ years in contact centers, 2+ years of supervisory experience, and proficiency in SAP CRM and Microsoft Office. A business-focused associate degree is preferred, with a strong emphasis on analytical thinking and communication.

Qualifications

• Requires a minimum of 5 years’ experience in a contact center environment.
• 2 years of supervisory experience.
• Associate Degree in Business Administration or another business-related field preferred.
• Familiar with SAP CRM and Microsoft Office.

Responsibilities

• Provide quality and efficient customer service through daily management of a team.
• Serve as primary contact for problem resolution and information gathering regarding customer inquiries.
• Monitor overtime and adherence to work schedules for staff.
• Provide ongoing coaching and development to employees.
• Create and maintain reports to track call metrics and staff performance.

Skills

Customer service

Conflict resolution

Mentoring & coaching

Analytical skills

Oral & written communication

MS Office

Education

Associate Degree in Business Administration

Tools

SAP CRM

Microsoft Office

Job description

• Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving.
• Serve as the primary contact for problem resolution and information gathering regarding customer inquiries.
• Monitor appropriate usage of overtime by the customer contact center staff and follow policy regarding overtime.
• Ensure employees adhere to work schedules.
• Provide monthly and real-time coaching to employees for development and to build job knowledge.
• Ensure employees receive appropriate training and other resources to perform their jobs.
• Monitor and report on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis.
• Identify and inform management of trends by reviewing, analyzing and summarizing special reports.
• Analyse and evaluate the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; create reports as requested.
• Create and maintain a high-quality work environment so team members are motivated to perform at their best level.
• Address disciplinary and/or performance problems according to Company policy.
• Implement work procedures and processes that support Company and departmental standards, procedures and strategic directives.
• Develop written training material for employees and train during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience.
• Provide continual evaluation of processes and procedures.
• Suggest methods to improve area operations, efficiency and service to customers.

Requirements

• Extensive customer service experience
• Conflict resolution skills
• Ability to mentor, coach and develop staff
• High degree of analytical skills
• Strong oral and written communication skills
• Proficient in Microsoft Suite applications: Office, Word, Excel and Power Point
• Utility Industry experience is a plus
• SAP CRM experience is a plus
• Associate Degree in accounting, business administration or another business-related field is preferred.
• Requires a minimum of 5 years’ experience in a contact center environment or related area.
• Familiar with standard concepts, practices and procedures related to customer service.
• 2 years of previous supervisory experience.
• Experience in a public utility customer service work is highly desirable.

Core Competencies

Demonstrates extensive customer service experience with a strong focus on team management, coaching, and performance evaluation. Proficient in analyzing call metrics and implementing process improvements to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

• Customer Service Experience
• Conflict Resolution Skills
• Mentoring and Coaching
• Analytical Skills
• Supervisory Experience

ATS Optimization Keywords

Hard Skills

• Call Handling KPI Monitoring
• Performance Evaluation
• Report Creation and Analysis
• Training Material Development
• Process Improvement

Soft Skills

• Oral Communication Skills
• Written Communication Skills
• Problem Solving
• Motivational Leadership

Certifications & Qualifications

• Associate Degree in Business Administration

Industry Keywords

• Contact Center Environment
• Utility Industry Experience
• Public Utility Customer Service

Tools & Technologies

• Microsoft Office
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• SAP CRM