Citizen Services Supervisor
Core
Lead a team in delivering customer service operations, managing performance, and resolving escalated issues.
Role type
Team Lead / Supervisor
Builds
Customer service operations and team performance
Domain
Customer Service / Operations
Deliverable
dashboards & analysis
Required skills
Team management, Performance auditing, Training delivery, Escalation handling, SLA monitoring, Cross-functional collaboration
Responsibilities
Conduct one-on-one and team meetings to address concerns, provide updates, review performance, and establish goals. Perform quality audits and generate reports to monitor team performance and identify areas for improvement. Develop and deliver training for new hires and provide ongoing training and support for existing team members. Handle escalated customer issues and provide solutions to complex problems. Monitor metrics and service level agreements (SLAs) to ensure targets are met. Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.
