Customer Service Supervisor

Job Overview

The Senior Customer Service Supervisor oversees and coordinates the activities of customer service agents. This role is responsible for ensuring that every team member completes the required training and consistently meets performance goals. In addition to ensuring full adherence to policies and procedures, this role cultivates an inclusive and professional work environment that consistently delivers an exceptional customer experience. This role also supports continuous improvement by refining processes and encouraging better ways of working. This supervisor must be capable of managing their agents remotely.

Main Responsibilities

• Provides guidance to the team to maintain customer satisfaction through prompt and efficient resolution of issues and complaints.
• Conduct and document monthly 1:1 session with each team member to review conduct and performance, set clear KPIs and track their progress toward company goals.
• Ensure consi...