Remote Customer Service Supervisor

WM; Windsor (CT); Remote; USD 68,000 - 86,000; Full time

Benefits offered by this job

Competitive compensation package

Medical, Dental, Vision, Life

Short Term Disability

Stock Purchase Plan

401K match

Paid Vacation/Holidays/Personal Days

Job summary

WM Strategic Business Solutions (SBS) in Windsor, CT, leads the customer service operations for WM's largest national customers and promotes standards to enhance customer loyalty. The role oversees a CS team, develops processes, and ensures service quality with direct supervision of up to 15 representatives.

The position emphasizes coaching, training, and performance review, with focus on data reporting, forecasting support, and cross-functional collaboration to exceed call center standards.

Qualifications

• Education: High School Diploma or GED (accredited) and six years of relevant work experience with two of those years in a supervisory role.
• Experience: Six years of prior work experience with two of those years in a supervisory role.
• Call center or customer service experience and supervisory/management skills required
• Typing and computer skills- MS Office
• Ability to multi task and to react well under pressure and treats others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Focuses on solving conflicts and listening to others without interrupting
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
• Balances team and individual responsibilities and helps build a positive team spirit

Responsibilities

• Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals.
• Directs customer service teams toward achievement of operational goals.
• Organizes and schedules all necessary resources required to accomplish activities.
• Oversees personnel needs of the department including coaching, training, and evaluating employee performance.
• Hires and provides training for new and/or less experienced customer service staff.
• Monitors and evaluates customer service performance; reviews and evaluates work to ensure quality, timeliness and adherence to policies.
• Compiles all customer service data requirements into reports, and analyzes results.
• Investigates and researches escalated customer service inquiries.
• Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty.

Skills

Supervisory experience

Call center experience

MS Office

Verbal/written/analytical skills

Multitasking under pressure

Education

High School Diploma or GED

Tools

CC Pulse

IEX

NICE

ACORN

MAS

Job description

WM Strategic Business Solutions (SBS) in Windsor, CT, leads the customer service operations for WM's largest national customers and promotes standards to enhance customer loyalty. The role oversees a CS team, develops processes, and ensures service quality with direct supervision of up to 15 representatives.

The position emphasizes coaching, training, and performance review, with focus on data reporting, forecasting support, and cross-functional collaboration to exceed call center standards.