Service Center Lead: Coaching, Training & Performance

Jobtailor; Missouri; On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking a Service Center Supervisor to lead a world-class customer service operation, ensuring quality assurance, client services, and workforce management align with departmental goals. You will assess team competencies to identify service improvements and refine metrics for program success.

You will supervise daily performance, monitor workloads, guide staff development, and report issues to upper management while driving customer service excellence and collaboration across teams.

Qualifications

• Bachelor's degree from an accredited college or university preferred.
• Four (4) years of call center or customer service experience or equivalent combination of education and experience required.
• Supervisory experience preferred.
• Strong customer service skills including call center client processes and procedures.
• Excellent team coaching, training, facilitation, and development skills.
• Excellent oral and written communication, including presentation skills.
• Analytical and interpretive skills.
• Strong organizational skills.
• Excellent interpersonal skills.
• Excellent negotiation skills.
• Ability to work in a team environment.
• Ability to meet or exceed Performance Competencies.

Responsibilities

• Develop, implement, and maintain the delivery of world-class service including quality assurance, client services, and workforce management ensuring departmental objectives are met.
• Assesses and evaluates current team competencies to develop a baseline of service opportunities.
• Leads efforts to refine Service Center measures and tracking systems for program improvements.
• Maintains records of training activities, colleague progress, and program effectiveness.
• Analyzes and resolves customer service issues.
• Supervises a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance.
• Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.
• Works with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills.
• Communicates with upper management regarding unit issues and resolutions.

Skills

Leadership

Coaching

Communication

Analytical

Organizational

Negotiation

Interpersonal

Teamwork

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Jobtailor is seeking a Service Center Supervisor to lead a world-class customer service operation, ensuring quality assurance, client services, and workforce management align with departmental goals. You will assess team competencies to identify service improvements and refine metrics for program success.

You will supervise daily performance, monitor workloads, guide staff development, and report issues to upper management while driving customer service excellence and collaboration across teams.