Customer Service Team Lead & Performance Coach

Ultipro; Mesa (AZ); On-site; USD 42,000 - 62,000; Full time

Job summary

Ultipro in Mesa, Arizona, is seeking a supervisor for Customer Services Representatives to oversee daily CSR operations and ensure high-quality customer service. The role includes managing time and attendance, delegating workload, coaching staff, and promoting continuous improvement across the branch.

The supervisor will recruit for open positions, provide feedback, and assist the Branch Manager with branch operations to maintain efficient service levels.

Responsibilities

• Oversee daily operations of Customer Service Representatives.
• Manage time & attendance for CSRs.
• Delegate workflow and monitor performance against goals.
• Provide feedback and disciplinary actions when needed.
• Motivate staff to deliver excellent customer service.
• Recruit for open positions, review resumes, and interview candidates.
• Coach and train employees as needed.
• Lead or participate in improvement efforts.
• Collect and analyze data related to the department.
• Provide direction among branch hourly personnel as needed.
• Ensure adherence to work processes and required training.
• Assist Branch Manager with branch operations.

Job description

Ultipro in Mesa, Arizona, is seeking a supervisor for Customer Services Representatives to oversee daily CSR operations and ensure high-quality customer service. The role includes managing time and attendance, delegating workload, coaching staff, and promoting continuous improvement across the branch.

The supervisor will recruit for open positions, provide feedback, and assist the Branch Manager with branch operations to maintain efficient service levels.