Customer Service Supervisor

Responsibilities:

A Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring that customers receive high-quality service, and managing team performance to meet organizational goals.

Lead customer service team to deliver consistently high standards of customer support.
Create and track overall departmental metrics to identify gaps in processes and recommend improvements or drive process efficiencies to improve the department's various workflows.
Maintains a thorough understanding of incoming ticket volume and causes.
Manages and/or participates on task forces and other project teams across departments.
Assure team adherence to case management, response and resolution requirements.
Escalates and facilitates resolution of high severity customer issues.
Works with the management team to evaluate and make recommendations to improve department procedures.
Provides training, coaching, and mentoring to team members as needed and proactively monitors performance.
Provides performance feedback on team members and provides input to performance reviews.
Encourages effective and constructive feedback mechanisms within the team and across teams to consistently improve and reach higher levels of efficiency and performance.
Handles high priority cases as needed
Qualifications:

Candidate must possess at least a Bachelor's Degree on any related field
3–5 years of experience in customer service, with 1–2 years in a leadership or supervisory role
Excellent communication skills (oral and written)
Computer literate (knowledgeable with MS Office applications, Google applications, email management, client systems)
Experience working with CRMs such as Salesforce or Zendesk preferred.
Ability to work well in a team environment
Strong sense of professionalism
Top performer is a plus
Impeccable attendance track record in former companies
Available ASAP