Customer Service Supervisor - Lead CX & Team Growth

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

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Job summary

Veolia is seeking a Customer Service/Call Center Supervisor to oversee daily operations in the U.S. market.

You will manage Customer Service Representatives and Senior Clerks, monitor real-time metrics, and ensure timely, professional customer service while maintaining compliance and high satisfaction scores. Responsibilities include staffing, training, coaching, performance evaluations, and escalation management to resolve customer issues efficiently.

Qualifications

• Bachelor’s Degree is required.
• Minimum 3-5 years of supervisory experience in a call center/customer service environment.
• 3+ years of customer service experience analyzing and solving customer problems.
• Utility or Telecommunication experience is a plus.

Responsibilities

• Monitor real-time contact center metrics and adjust staffing accordingly.
• Manage scheduling, adherence, and daily operational needs.
• Ensure department goals/SLAs are met.
• Complete required reporting (daily/weekly/monthly).
• Assist Customer Service Manager with analyses and staffing decisions.
• Oversee day-to-day operations of CSRs and support staff.
• Recruit, train, coach, and mentor CSRs.
• Conduct performance evaluations and provide feedback.
• Monitor quality through call reviews and scorecards.
• Take escalation roles to ensure timely customer resolution.
• Ensure compliance with policies and procedures.
• Collaborate with internal stakeholders and participate in on-call rotation.
• Supervise revenue integrity and collections reporting where applicable.

Skills

CMS knowledge

IVR systems

Google Apps

Excel

Communication skills

Leadership

Education

Bachelor’s Degree

Job description

Veolia is seeking a Customer Service/Call Center Supervisor to oversee daily operations in the U.S. market.

You will manage Customer Service Representatives and Senior Clerks, monitor real-time metrics, and ensure timely, professional customer service while maintaining compliance and high satisfaction scores. Responsibilities include staffing, training, coaching, performance evaluations, and escalation management to resolve customer issues efficiently.