Customer Service Center Supervisor

Job description

This Opportunity JOB SUMMARY: The Customer Service Center (CSC) Supervisor plays a key role in the day-to-day operations of the Customer Service Center in Concord, CA by overseeing a team of Customer Service Agents (CSAs) and Team Leads. The Supervisor ensures that appropriate staff coverage is maintained, customer service standards are met, and operational goals are achieved. This role involves managing escalated customer issues, offering timely resolutions, and providing ongoing support to the team. The Supervisor will also be responsible for monitoring team performance, delivering constructive feedback, and assisting with coaching and development efforts to ensure optimal team performance. DUTIES AND RESPONSIBLITIES: Supervise, coordinate, and schedule the activities of customer service representatives and leads. Prepare and provide customer service performance statistics, monitor customer service attendance, provide career path progress, provide career development for staff, and provide remedial training. Responsible for implementing directives of CSC Operations Manager regarding the achievement of key performance indicators (KPI). Resolve customer disputes with upset/escalated...