Customer Service Supervisor — Hybrid, Coaching & Impact

Sentry; United States; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work option Monday/Friday

Meal stipend

Sentry University tuition assistance

Comprehensive benefits (medical,Dental

Vision

Job summary

Sentry seeks a supervisor to lead a customer service team supporting diverse clients. The role involves setting standards, coaching staff, and driving quality improvements. You will manage staffing, implement policies, and oversee budgets in a fast-paced environment.

You’ll use call center software and telecom knowledge to resolve sensitive inquiries and guide performance. Spanish language skills are a plus but not required.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5 years of previous work experience or knowledge of a customer service environment and supervisory experience.
• Ability to lead employees in a fast-paced call center environment.
• Ability to analyze data, identify trends, and communicate results.

Responsibilities

• Developing and implementing customer service standards.
• Coaching, counseling, and motivating your customer service team.
• Improving customer service quality results by studying, evaluating and formulating ideas.
• Maintaining knowledge of new or revised telecommunications systems.
• Providing work direction to your staff.
• Implementing policies and procedures.
• Providing expertise in handling sensitive/unusual customer service issues.
• Scheduling staff accordingly and tracking performance.
• Assisting with budget preparation and controlling operating expenses.

Skills

Leadership

Coaching

Data analysis

Education

Bachelor's degree or equivalent

Tools

Call center software

Telecommunications systems

Job description

Sentry seeks a supervisor to lead a customer service team supporting diverse clients. The role involves setting standards, coaching staff, and driving quality improvements. You will manage staffing, implement policies, and oversee budgets in a fast-paced environment.

You’ll use call center software and telecom knowledge to resolve sensitive inquiries and guide performance. Spanish language skills are a plus but not required.