Customer Support Supervisor

Job description

Overview The Customer Support Supervisor is intended to supervise and coordinate the Customer Support Representative employees engaged in the service activities necessary to achieve maximum performance by maintaining customer compliance in accordance with Company policy and procedures Responsibilities: - Manage workload and performance of Customer Support Representatives and Receptionist(s) - Manage IQ Group payroll, attendance, paid time off, and schedules - Manage Guaranteed Service Program and expedited initiatives - Manage all forms of Corporate Customer Service communication (Phone, Email, Web Chat, and Jabber) to ensure optimal response time and efficiency - Monitor staffing levels based on phone/email/web chat reporting and admin requirements - Maintain, create, and implement new and existing account requirements and procedures to ensure all daily, weekly and monthly customer requirements are met - Work with CAM to ensure all customers are being handled in an efficient manner and that we are working in unison to reduce workload replications - Collaborate with Dedicate Care Supervisor to ensure maximum efficiency with in the Customer Relations Department - Manage and maintain...