Customer Service Supervisor
Core
Supervise daily operations of a Customer Service/Call Center department, managing staff, ensuring SLA compliance, and supporting revenue integrity and collections efforts.
Role type
Senior IC Customer Service Supervisor
Builds
Customer service operations, collections workflows, and quality assurance processes
Domain
Utilities/Telecommunications + Customer Experience
Required skills
Call center operations management, staff recruitment and training, performance evaluation, call monitoring and quality assurance, escalation management, collections and revenue integrity analysis, scheduling and adherence management, regulatory compliance knowledge, analytical problem solving, CMS and IVR system proficiency
Preferred skills
Utility or Telecommunication industry experience, advanced Excel skills
Technologies
CMS, IVR, Google Apps (Gmail, Sheets, Drive), MSO (Excel)
Responsibilities
Monitor real-time contact center metrics and adjust staffing; recruit, train, coach, and mentor Customer Service Representatives; conduct performance evaluations and develop training programs; handle customer escalations and oversee complaint resolution; analyze revenue integrity and collections reports; monitor compliance with company policies and safety guidelines.
Seniority
Senior, hands-on IC
