Supervisor

Department:

Customer Service

Typical Tenure for this Role:

3-4 years

Promotion to this role is subject to availability.

Role Overview

Role Description

A Customer Service Supervisor manages and supports a team of customer service professionals, ensuring they meet performance targets and provide exceptional service through vigorous coaching efforts. They handle complex customer issues, monitor team progress, and implement strategies for continuous improvement while fostering a positive and efficient work environment.

Key Skills & Competencies

The Customer Service Supervisor role is a formal management position focused on strategic team performance, large-scale projects, and the integrity of operations:

Strategic Leadership & Management:

Leadership: Demonstrating formal Leadership capabilities, including setting vision, motivating large teams, managing performance reviews, and handling disciplinary actions.
Gets Results: Possessing a strong focus on execution and achieving departmental KPIs, ensuring the team consistently Gets Results that align with business objectives.
Maintain Confidentiality: Exercising discretion and integrity in handling sensitive employee information and confidential company data.

Operational Execution & Improvement:

Implement Process Improvement: Proven ability to analyze operational data, identify systemic bottlenecks, and implement process improvement initiatives that drive efficiency and enhance the customer experience.
Project Management: Leading and overseeing complex, cross-functional Project Management initiatives (e.g., technology rollouts, new policy integrations) that impact the entire service center or department.