Customer Service Supervisor

T3 Services Group is hiring a Customer Service Supervisor to oversee call center and dispatcher operations. The role focuses on resolving escalated customer issues, monitoring performance and call quality, coaching employees, and supporting staffing, training, and hiring.

Responsibilities:

• Handle inbound customer calls
• Handle escalated calls; resolve customer issues
• Run daily, weekly monthly Call Center Performance Report
• Run daily, weekly, and monthly CSR Performance Summary
• Identify and provide consistent coaching to low performing employees
• Consistently managing the call center activity board to monitor performance, after call work times (ACW), and breaks and lunches
• Ensure proper coverage for call center and dispatcher departments by adjusting breaks and lunches as needed to maximize agent available time and decrease abandon rate
• Review paid time off (PTO) requests for call center staff and submit to the Assistant Call Center Manager for final approval
• Create and conduct employee action and corrective action plans, when needed
• Send trouble tickets to help desk when problems arise
• Communicate and assist with training all changes such as updates, ETA’s, and system issues that may affect production
• Monitor email leads and delegate as they come in
• Interview potential candidates for hire
• Assist with training new hires, if needed
• Quality – monitor and score inbound calls for CSR’s; conduct side by side call observations; calibrate with Call Center lead(s) to ensure quality scores are accurate
• Coach and develop employees based on deficiencies and provide action plans to improve CSR’s overall call performance and meet departmental goals
• All other duties as assigned

Requirements:

• HS Diploma or GED
• Minimum of 4 years of supervisory / management experience in a centralized call center environment. Related experience and/or advanced training or any equivalent combination and experience in a similar field may be considered
• Experience coaching and developing employees
• Must have proven positive leadership skills working with leads and employees
• Ability to perform in a high-volume environment and work on multiple projects simultaneously
• Multitask by completing phone and computer work simultaneously
• Capability to type at least 40 WPM
• Proficiency with Microsoft Office or Google Suite
• Ability to work fast paced and remain organized
• Must be a U.S. Resident
• Experience working in the home services industry preferred