Hybrid Customer Service Supervisor | Lead & Coach Team

Sentry; El Paso (TX); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work flexibility

Tuition reimbursement

Job summary

Sentry is seeking a Customer Service Supervisor to lead a fast-paced team and ensure exceptional service. The role emphasizes coaching, policy implementation, and performance tracking across diverse client accounts.

The ideal candidate will have a bachelor’s degree (or equivalent experience), 5 years in a customer service environment with supervisory exposure, and the ability to analyze data and drive improvements in a call-center setting. Spanish proficiency is a plus.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 5 years in customer service and supervisory roles.
• Ability to lead in a fast-paced call center.
• Knowledge of call center software and telecom systems.
• Ability to handle sensitive inquiries with tact.

Responsibilities

• Developing and implementing customer service standards.
• Coaching, counseling, and motivating your customer service team.
• Improving customer service quality results by studying, evaluating and formulating ideas.
• Maintaining knowledge of new or revised telecommunications systems.
• Providing work direction to your staff.
• Implementing policies and procedures.
• Providing expertise in handling sensitive/unusual customer service issues.
• Scheduling staff accordingly and tracking performance.
• Assisting with budget preparation and controlling operating expenses.

Skills

Leadership

Coaching

Data analysis

Prioritization

Customer service excellence

Spanish proficiency

Education

Bachelor’s Degree or equivalent work experience

Tools

Call center software

Telecommunication systems

Job description

Sentry is seeking a Customer Service Supervisor to lead a fast-paced team and ensure exceptional service. The role emphasizes coaching, policy implementation, and performance tracking across diverse client accounts.

The ideal candidate will have a bachelor’s degree (or equivalent experience), 5 years in a customer service environment with supervisory exposure, and the ability to analyze data and drive improvements in a call-center setting. Spanish proficiency is a plus.