Customer Service Supervisor

Responsibilities

• Team Leadership and Supervision : Lead, coach, and develop a team of customer service representatives to meet performance expectations, deliver excellent service, and maintain high levels of customer satisfaction.
• Call Quality and Interaction Analysis : Review call recordings, quality evaluations, and customer interactions to assess service quality, identify coaching opportunities, and improve consistency in call handling.
• Performance Data Analysis : Analyze key call center metrics such as quality scores, customer satisfaction, first contact resolution, adherence, handle time, and other operational KPIs to identify trends and performance gaps.
• Customer Experience Improvement : Evaluate customer sentiment through survey feedback, call listening, and interaction trends to identify root causes of customer pain points and recommend improvements that enhance customer experience.
• Coaching and Development : Conduct regular one-on-one meetings, side-by-side coaching, role-playing sessions, and performance discussions to strengthen agent skills, reinforce expectations, and improve outcomes.
• Process Improvement : Identify opportunities to improve workflows, scripting, service delivery, and team processes through data analysis, observation, and feedback from frontline interactions. Support implementation of operational changes directed by leadership.
• Reporting and Insights : Prepare and communicate performance observations, trend analysis, and actionable recommendations to management to support decision-making and continuous improvement efforts.
• Escalation Management : Handle escalated customer concerns requiring supervisor support, ensuring issues are resolved professionally, promptly, and in alignment with service standards.
• Cross-Functional Collaboration : Partner with quality assurance, training, workforce management, and operations leadership to address recurring issues, improve agent readiness, and support business objectives.
• Required Qualifications
• Education and/or Experience: Bachelor's degree in business administration, Management, or a related field preferred; equivalent experience will be considered.
• Minimum of 3-5 years of experience in a call center or customer service environment.
• At least 2 years of supervisory, team lead, or coaching experience in a contact center setting.
• Demonstrated experience analyzing call center performance data, call interactions, and customer feedback to drive service improvements.
• Experience using contact center systems, quality management tools, reporting dashboards, and agent performance platforms.

Requirements

• Strong leadership, coaching, and team development skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to analyze call recordings, quality results, survey feedback, and performance dashboards to generate actionable insights.
• Strong analytical and problem-solving abilities with attention to detail.
• Proficiency with call center technologies, reporting tools, and agent management systems.
• Ability to balance day-to-day supervision with strategic improvement initiatives.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Attributes
• Customer-focused and results-oriented.
• Analytical mindset with a continuous improvement approach.
• Detail-oriented, organized, and accountable.
• Adaptable and proactive in addressing operational challenges.
• Collaborative and effective in working across teams and leadership levels.

Benefits

Additional Information

We are seeking a results-driven and customer-focused Customer Service Supervisor to support daily call center operations while driving improvements in customer experience, agent performance, and operational effectiveness. This role is ideal for a leader who combines strong people management skills with the ability to analyze call interactions, quality metrics, customer feedback, and performance data to identify trends, coach agents, and recommend process improvements. The Customer Service Supervisor will oversee a team of customer service representatives, monitor service quality, evaluate call and survey data, and partner with leadership to implement strategies that improve customer sentiment, first contact resolution, quality assurance results, and overall team performance. The ideal candidate brings experience using contact center tools such as quality management platforms, call listening systems, dashboards, and customer survey reporting to turn insights into meaningful action.

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Company Intel

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