About this role

Oversees the work of the department’s advisor positions
Assigns, monitors, and reviews advisor work to support accuracy, consistency, timeliness
Reviews candidate communications and related materials to support quality
Provides guidance to advisors regarding candidate inquiries
Monitors workload, response times, inquiry trends, and escalates matters
Ensures advisors are informed about changes to NCBE’s products and services
Collects data and prepares reports on candidate inquiries and service activity
Supports the development and maintenance of department procedures
Identifies opportunities to update or improve procedures
Conducts performance evaluations and addresses performance concerns.

Bachelor’s degree or equivalent experience
5+ years of customer service experience required
2+ years of experience supervising and/or leading staff preferred
Excellent written and verbal communication skills
Ability to supervise daily operations efficiently and ensure team productivity
Experience in coaching, mentoring, and developing team members
Proven ability to hold employees accountable and support performance management
Experience fostering a collaborative and positive team environment
Ability to critically analyze information and pay close attention to detail
Proficiency in Microsoft Office Suite required; experience with SharePoint a plus.
Ability to resolve candidate complaints and issues while maintaining a professional and calm demeanor.

Customer Service Supervisor – Candidate Services

Key skills