We are seeking an experienced Customer Service Supervisor to lead and coach our remote service representatives and call center staff. This role ensures exceptional customer experiences, accurate scheduling, and timely resolution of inquiries and escalations.
Key Responsibilities
• Supervise daily call center operations
• Monitor call quality, response times, and booking accuracy
• Handle escalated customer concerns
• Train and mentor customer service representatives
• Improve scheduling efficiency and first-call resolution rates
• Track customer satisfaction metrics (CSAT, NPS)
• Develop scripts, workflows, and service standards
Qualifications
• 3+ years in customer service leadership
• Experience with CRM and call center platforms
• Strong conflict resolution skills
• Knowledge of service scheduling processes
• Data-driven performance management skills
Key Competencies
• Leadership & coaching
• Communication excellence
• Service optimization
• Performance monitoring
• Emotional intelligence
Top Skills
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