Customer Service Supervisor – (Afternoon Shift: 12:00 p.m. – 8:30 p.m. EST)

  • Alliance Inspection Management
  • Farmington Hills, MI, USA
  • May 16, 2019
Full time Customer Service

Job Description

Customer Service Supervisor’s job entails organizing and directing the daily activities concerned to the call center’s operation. The main responsibility of a Customer Service Supervisor is to manage, train, and guide call center agents to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisors monitor agents and calculate call center performance and analyze reports. They prepare and develop schedules to control adequate staffing levels. 

II. Essential Duties and Responsibilities 

• Managing and directing the daily activities of Customer Service Representatives
• Supervising, planning, and managing functions pertaining to Customer Service team environment 
• Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators 
• Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed 
• Attending, following up and resolving customer complaints and questions 
• Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job 
• Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency 
• Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required 
• Updating databases, organizing activities related to maintenance and repair of equipment, ordering supplies and materials 
• Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary 
• Communicating solutions, successes, and opportunities to the Manager of customer service 
• Practicing and ensuring compliance with that of all the organization’s policies and procedures 
• Regular attendance and availability
 The shift for this role is 12:00 p.m. - 8:30 p.m. EST.

 

Job Requirements:

III. Skills and Specifications 

• Ability to inspire and support people 
• Good people and interpersonal skills to build effective relationships with all levels of professionals 
• Ability to plan well and prioritize work 
• Maintain calmness under tight pressure 
• Good decision-making, IT, and communication skills 

IV. Education and Qualifications 

• Bachelor’s degree or associate degree from an accredited institution 
• Experience in call center service activities

 

We provide: 
• Business casual work environment 
• Medical, Dental, Vision, Life, LTD insurances 
• 401 k 
• Flexible Spending Account (FSA) 
• Paid Time Off 
• Paid Holidays 
• Employee Referral Award Program