Customer Service Supervisor
Core
Supervise and coach a team of call center agents to enhance performance and customer interaction skills, achieving targets for KPIs like Average Handle Time, Quality Assurance, and Customer Satisfaction.
Role type
Customer Service Supervisor
Builds
Call center operations and customer service processes
Domain
Customer Service / Contact Center
Deliverable
dashboards & analysis
Required skills
Team leadership, KPI management, Process improvement, Stakeholder partnership, Statistical reporting, Escalation handling
Preferred skills
Training or Quality Department experience, Problem-solving, Project Management, Scrum Master certification, B2B product knowledge
Technologies
G-suite, Ticketing software