Customer Service Supervisor

Key Responsibilities

1.Supervise, mentor, and coach a team of customer service. Monitor daily operations to ensure service quality.

2.Conduct performance reviews, provide constructive feedback, and develop individual coaching plans.

3.Partner with Workforce Management (WFM) Team to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination, schedule adjustments, and Verint tagging.

4.Facilitate team huddles, refresher trainings, and knowledge-sharing sessions to reinforce updates and best practices.

5.Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement.

6.Support continuous improvement initiatives by identifying process gaps, proposing solutions, and implementing best practices.

7.Foster a positive and motivating team culture that encourages accountability, empathy, and continuous learning.

Qualifications

1.Bachelor's Degree preferred.

2.Minimum 3 years of working experience in the related field is required for this position.

3.Strong leadership and coaching skills with the ability to inspire team performance and accountability.

4.Excellent communication skills in English (verbal and written).

5.Analytical mindset with the ability to interpret performance data and drive improvements.

6.Strong problem-solving skills and ability to remain calm under pressure.

7.Strong computer and software skills.