Customer Service Supervisor - Growth & Escalations

Veolia; Teaneck Township (NJ); On-site; USD 87,000 - 90,000; Full time

Benefits offered by this job

401(k) plan

Paid time off

Health insurance

Tuition reimbursement

Performance bonus

Job summary

Veolia in North America is seeking a Customer Service Supervisor to oversee the daily operations of the Call Center, ensure premier customer satisfaction, and drive process improvements. You will manage CSRs, coach staff, and maintain quality standards across communications and escalations.

The role emphasizes real-time metrics, staffing, and collaboration with stakeholders to optimize customer interactions and revenue integrity in a fast-paced environment.

Qualifications

• Bachelor’s Degree in any field.
• 3–5 years of supervisory experience in a call center/customer service environment.
• 3+ years of customer service experience analyzing and solving customer problems.

Responsibilities

• Monitor real-time contact center metrics and adjust staffing accordingly.
• Recruit, train, coach, and mentor CSRs and support staff.
• Take an active role in escalation process to ensure customer resolution and satisfaction.
• Ensure department goals/SLAs are met.
• Prepare and analyze revenue integrity and collections reports for management review.

Skills

CMS

IVR systems

Google Apps

Advanced Excel

Communication

Analytical

Coaching

Leadership

Problem solving

Education

Bachelor’s Degree

Tools

MS Office

Job description

Veolia in North America is seeking a Customer Service Supervisor to oversee the daily operations of the Call Center, ensure premier customer satisfaction, and drive process improvements. You will manage CSRs, coach staff, and maintain quality standards across communications and escalations.

The role emphasizes real-time metrics, staffing, and collaboration with stakeholders to optimize customer interactions and revenue integrity in a fast-paced environment.