Job Description
Job DescriptionWe are looking for an experienced Customer Service Supervisor to oversee day-to-day operations and ensure exceptional service delivery within our team. This contract position is based in Tampa, Florida, and requires a hands-on leader who can effectively manage a dynamic work environment. The role involves supervising customer service activities, maintaining service standards, and supporting staff performance.
Responsibilities:
• Supervise and coordinate daily operations within the customer service team to ensure smooth workflow.
• Monitor staff performance, providing constructive feedback and guidance to enhance service quality.
• Handle escalated customer inquiries and complaints, ensuring prompt and satisfactory resolution.
• Develop and implement strategies to improve efficiency and customer satisfaction.
• Maintain compliance with company policies and procedures while ensuring high service standards.
• Train and mentor team members to encourage attention to detail and skill development.
• Collaborate with other departments to address customer needs and streamline processes.
• Prepare performance reports and analyze data to identify trends and areas for improvement.
• Schedule and manage staffing to accommodate business demands, including occasional weekend shifts.
• Ensure the call center meets its KPIs and service delivery goals consistently.• Proven experience in a supervisory role within customer service or call center environments.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle escalated issues with professionalism and efficiency.
• Familiarity with customer service metrics and performance tracking.
• Proficient in using call center systems and software.
• Ability to adapt to changing business needs and work occasional weekends.
• Strong problem-solving skills with a customer-focused mindset.