Supervisor
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Oversees daily operations for multiple teams, manages employee performance, conducts coaching and evaluations, addresses escalations, and ensures operational targets are achieved.
- Responsible for leading collective team to meet or exceed operational goals (e.g. service level, customer satisfaction, etc.)
- Escalation support
- Primary responsibility to coach team members, in partnership with team leads
- Owner of HR related issues and escalations
- Timely complaint response
- Owner for complex project work and ability to balance multiple high impact projects at a time
- Shared responsibility of QA review, in partnership with team leads
Key Skills & Competencies
Service levels in target: 9 - 11 months
Phone Customer Satisfaction: 80 - 85%
# of 1:1: 2 per person per month
Phone Quality Assurance per month: 3 - 4
Processing Quality Assurance per month: 7 - 9
KPIs
Role Development
Guidelines for Promotion into this Role
Mastered skills for phone and processing support
Strong interpersonal skills, with experience training, mentoring and coaching individuals of varying skillsets
Skilled at handling escalated service requests
History of modeling behavior as it relates to production, adherence and commitment to great service
Track record of successful project work
Strong attention to detail
Beyond this Role
Common Next Roles
Director
Project Manager
Similar Roles
Coming soon!