Customer Service Supervisor - Lead, Coach & Elevate Service

Talentify

Bay Shore (NY)

On-site

USD 65,000 - 85,000

Full time

2 days ago

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Benefits offered by this job

Medical coverage

Dental coverage

Retirement Savings

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Job summary

Star Group is looking for a Customer Service Supervisor to lead a team of 10–15 representatives and oversee daily operations of the Customer Contact Center. The role focuses on delivering exceptional service and meeting KPIs while coaching staff.

The ideal candidate has a Bachelor's degree or equivalent, 3-5 years in a high-volume contact center, and 1–2 years of supervisory experience; Salesforce or Nice/CXOne experience is a plus. Nights/weekends flexibility is expected.

Qualifications

Bachelor's degree or equivalent required.
3-5 years experience in a high volume customer contact center.
1-2 years experience in a Lead or Supervisor role.
CRM systems experience (Salesforce) preferred.
Nice/CXOne familiarity a plus.

Responsibilities

Supervise a team of 10-15 customer care representatives to achieve KPIs for call quality, productivity, attendance and schedule adherence.
Monitor dashboards and queues to minimize customer wait times and ensure timely resolution.
Provide coaching and perform formal performance reviews.
Handle escalated customer issues in partnership with multiple departments.
Maintain accurate timekeeping and participate in employee engagement activities.