EBO Supervisor

Job description

Customer Service Supervisor – Production Shift: 11:00 AM – 8:00 PM Job Summary: The Customer Service Supervisor – Production is responsible for overseeing daily operations, ensuring team productivity, and maintaining high-quality service standards. This role includes monitoring performance metrics, coaching team members, handling escalations, and enforcing company policies. Key Responsibilities: Production & Performance Tracking: - Monitor daily production metrics, including call volume and system usage, and communicate updates to the team. - Track and report key performance indicators (KPIs) such as calls handled, system time, and overall team performance. - Provide daily production updates to the Director/Manager. Quality Assurance & Coaching: - Conduct daily call monitoring to assess performance, provide coaching, and identify training opportunities. - Complete agent coaching and feedback through Verint. - Offer real-time guidance and de-escalation techniques to assist agents in handling challenging situations. - Identify and escalate training needs to the Director/Manager. Team Supervision & Development: - Ensure all team members have the necessary tools and resources to perfor...