Customer Service Team Lead & Performance Coach

Jobtailor; Bridgeport (CT); On-site; USD 55,000 - 85,000; Full time

Job summary

Jobtailor is seeking an experienced supervisor to lead a customer service team in a fast-paced environment. You will oversee agents, specialists, and coordinators, ensuring service excellence and adherence to SOPs.

You will analyze performance data, provide coaching, and drive process improvements while maintaining compliant operations and staffing efficiency. This role emphasizes strong interpersonal skills and policy adherence.

Qualifications

• Bachelor’s degree or equivalent strongly preferred.
• Generally prefer 0–2 years of related supervisory experience.
• Exceptional interpersonal skills.
• Exceptional analytical skills.
• Ability to pass federal, state, local government, airport, or company-required background checks and clearances.
• Ability to pass required drug and alcohol tests.
• Ability to perform all essential functions with or without reasonable accommodation.

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Develop, motivate, and supervise a world-class customer service team.
• Answer questions about services.
• Enter information into the computer to compile work-volume statistics and maintain records of customer service requests and complaints.
• Handle customer complaints according to client protocols and SOPs.
• Audit, research, report, and resolve customer service issues.
• Maintain databases regarding call volumes and staffing.
• Recommend staffing changes based on day of week, industry trends, anticipated events, and PBX data.
• Monitor agent productivity and generate reports.
• Monitor ACD data and help reduce customer hold times.
• Monitor calls for employee demeanor, technical accuracy, and compliance with policies and standards.
• Check department work for accuracy and errors.
• Provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Study and standardize procedures to improve department efficiency.
• Ensure a safe working environment through safety programs and procedures.
• Select and place staff, ensure training, and define job assignments.
• Manage performance to achieve productivity levels and organizational objectives.
• Act as an advisor to units or sub-units and resolve operational problems.
• Administer company policies affecting subordinate employees and recommend policy changes.

Skills

Customer Service Supervision

Performance Feedback and Coaching

Data Analysis and Reporting

Interpersonal Skills

Problem Resolution

Education

Bachelor's degree

Tools

ACD Systems

PBX Data

Job description

Jobtailor is seeking an experienced supervisor to lead a customer service team in a fast-paced environment. You will oversee agents, specialists, and coordinators, ensuring service excellence and adherence to SOPs.

You will analyze performance data, provide coaching, and drive process improvements while maintaining compliant operations and staffing efficiency. This role emphasizes strong interpersonal skills and policy adherence.