Lead Customer Care Team: Data-Driven Service Excellence

Jobtailor; Ridgeville (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor in Ridgeville, SC is seeking a skilled supervisor to lead a customer service team. You will supervise agents, specialists, and coordinators, driving performance, coaching, and quality standards across daily operations.

Responsibilities include analyzing data to improve efficiency, monitoring ACD metrics, reducing hold times, and ensuring adherence to SOPs. Bachelor's degree and some supervisory experience preferred.

Qualifications

• Exceptional interpersonal and analytical skills are required.
• Bachelor’s degree or equivalent strongly preferred.
• 0–2 years of related supervisory experience is generally preferred.
• Must be able to pass background checks and drug/alcohol tests.

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 computers to compile work-volume statistics and maintain records.
• Handle complaints according to client protocols and SOPs; audit, research, report, and resolve issues.

Skills

Interpersonal Skills

Analytical Skills

Leadership

Coaching

Communication

Problem-Solving

Feedback Provision

Education

Bachelor’s Degree or Equivalent

Tools

Data Analysis

Report Generation

Database Management

Work-Volume Statistics

Staffing Recommendations

PBX Systems

ACD Data Monitoring

Job description

Jobtailor in Ridgeville, SC is seeking a skilled supervisor to lead a customer service team. You will supervise agents, specialists, and coordinators, driving performance, coaching, and quality standards across daily operations.

Responsibilities include analyzing data to improve efficiency, monitoring ACD metrics, reducing hold times, and ensuring adherence to SOPs. Bachelor's degree and some supervisory experience preferred.