Customer Service Supervisor
Customer Service Supervisor
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Job Description
Job Summary:We are seeking a dedicated and experienced Customer Service Supervisor to support our call center operations. The ideal candidate will have a strong background in partnering with Business Process Outsourcing (BPO) management and using contact center tools including Quality Management platform survey scores call listening to improve customer sentiment and first contact resolution This role involves supervising a team of customer service representatives ensuring highquality service delivery and optimizing call center processes.
Key Responsibilities:
Team Supervision:Lead mentor and manage a team of customer service representatives to achieve performance targets and maintain high levels of customer satisfaction.
BPO Support: Assist as back up for the manager to support the BPO partnership when needed.
Call Analysis:Utilize call analysis tools and techniques to monitor and evaluate call quality identify trends and suggest improvements.
Training and Development:Conduct one on ones role plays and training sessions to enhance the skills and knowledge of the customer service team.
Performance Monitoring:Utilize all necessary tools to track and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement.
Customer Feedback:Gather and analyze customer feedback survey data to identify agent gaps and provide feedback to management to find ways to improve training and agent inconsistencies.
Collect agent feedback: Gather and analyze agent feedback on systems and customer sentiment and provide data to the management team with constancy to find solutions and resolutions for a better customer experience.
Problem Resolution:Handle escalated customer issues and complaints who require a supervisor call back ensuring timely and effective resolution.
Process Improvement:Implement process improvements delivered by management to enhance efficiency and effectiveness of call center operations.
Qualifications :
Education and/or Experience: A bachelors degree in business administration management or a related field AND/ORa minimum of 35 years of experience in a call center environment with at least 2 years in a supervisory role preferred. Partnering with BPO teams and provenability to drive and motivate teams is a strong plus.
Skills:
Strong leadership and team management skills preferred.
Excellent communication and interpersonal skills.
Proficiency in call analysis tools and techniques.
Ability to review dashboards and observationsand generate actionable insights.
Proactive problemsolving skills.
Experience using call center systems and agent management tools
Attributes:
Customerfocused mindset.
Ability to work in a fastpaced environment.
Detailoriented and organized.
Adaptable and proactive.
Additional Information :
Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin age disability or any other protected status. All qualified candidates are encouraged to apply.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
