Customer Service Supervisor

About the role

This role supervises and coaches a team of call center agents, helping them improve their performance and customer interaction skills so that KPI targets such as Average Handle Time (AHT), Quality Assurance (QA) and Customer Satisfaction (CSAT) are met. It also covers the management of leads and employees to keep the team effective.

Key responsibilities

• Supervise and coach call center agents with real-time feedback, and help the team reach KPI targets (AHT, QA, CSAT)
• Manage leads and employees so the team meets client needs and operational targets
• Develop and communicate processes and policies, and set short- and long-term tactical goals
• Respond promptly to escalations and incorporate client feedback into improvements
• Build partnerships with other internal groups and business units to speed issue resolution and recommend product improvements
• Produce and analyze statistical reports on team performance and service trends, sharing them with Business Units, Product Management and Vertical leads
• Take part in projects such as the budget process, and act as an ambassador for the team in internal and external meetings and site visits

Required profile

• Bachelor's degree or diploma, or ongoing business administration (or related) studies
• Minimum B2+ English
• At least 1 year of experience leading a team, preferably in a call center or customer service environment
• Leadership experience or background in leading or supporting team performance (voice and back office)
• Previous experience in training or quality departments, or as a backup supervisor, SME, Scrum Master, or project management roles is a plus
• Business-to-business product knowledge or previous experience is a plus

Required skills

• G-Suite knowledge
• Familiarity with ticketing software
• Ability to analyze issues, find solutions and resolve sensitive problems