Customer Service Supervisor: Lead 10–15 Agents

Carroll Home Services, LLC; Bay Shore, Northern (NY, KY); Hybrid; USD 60,000 - 73,000; Full time

Benefits offered by this job

Medical coverage

Retirement Savings

Job summary

Star Group in Bay Shore, NY is seeking a Customer Service Supervisor to lead a team of 10-15 representatives, oversee the contact center operations, and serve as the subject matter expert for escalated issues. You will coach and develop staff, monitor KPIs, and collaborate with cross-functional teams to enhance the customer experience.

The ideal candidate has 3-5 years in a high-volume contact center and 1-2 years in a supervisory role, with strong communication, time management, and

Qualifications

• Bachelor's Degree or equivalent relevant experience.
• 3-5 years' experience in a high volume, fast paced customer contact center.
• 1-2 years' experience in a Lead or Supervisor role.
• Internal candidates must demonstrate an in-depth knowledge of Star Group operations, policies and procedures.
• Proven ability to meet deadlines, adapt to changing priorities and manage time effectively.
• Excellent written and verbal communication skills; listen attentively to others, and convey information in a clear, concise and professional manner.
• Ability to inspire and motivate team members to achieve goals and remain productive during stressful times.
• Results-driven and solution-oriented, with a strong work ethic and a positive can-do attitude.
• Demonstrated ability to exercise judgment, take initiative and make sound decisions in a dynamic, fast-paced environment
• Must be flexible to work nights, weekends and holidays when needed to support the business needs.
• Prior experience with CRM systems (ie: Salesforce) preferred.
• Prior experience using Nice/CXOne or a similar Customer Experience platform a plus.

Responsibilities

• Supervise a team of 10-15 customer care representatives to achieve or exceed KPIs for call quality, productivity, attendance and schedule adherence.
• Monitor Nice/CxOne dashboards and make adjustments as needed to minimize customer wait times.
• Monitor Salesforce queues and follow-up tasks to ensure timely and thorough resolution of customer inquiries.
• Review reports and metrics regularly to identify areas of opportunity and take appropriate steps to foster improvement.
• Monitor and update employee timecards in ADP Workforce Manager as needed to ensure accurate timekeeping.
• Provide team members with consistent coaching and feedback; conduct formal counseling and issue corrective actions as needed.
• Complete annual performance reviews for direct reports, providing an accurate assessment of their performance, constructive feedback and clear goals for the future.
• Participate in employee engagement activities and team meetings aimed at cultivating a positive, supportive and productive work environment.
• Provide live coaching and support to team members in need of assistance.
• Handle escalated customer issues and work in partnership with Service, Sales, Operations, Credit, Delivery and other departments to facilitate resolutions.
• Handle inbound calls as needed during times of high call volume and/or staff shortages.
• Additional responsibilities, tasks and/or projects may be assigned by management.

Skills

Team leadership

Customer service

Communication

Time management

Adaptability

Education

Bachelor's degree or equivalent

Tools

Salesforce

Nice/CXOne

Job description

Star Group in Bay Shore, NY is seeking a Customer Service Supervisor to lead a team of 10-15 representatives, oversee the contact center operations, and serve as the subject matter expert for escalated issues. You will coach and develop staff, monitor KPIs, and collaborate with cross-functional teams to enhance the customer experience.

The ideal candidate has 3-5 years in a high-volume contact center and 1-2 years in a supervisory role, with strong communication, time management, and