Customer Service Operations Supervisor

Supports management in ensuring the effective and efficient operations of the department by coordinating team activities, facilitating workflow, and overseeing timely and accurate responses to customer inquiries in compliance with company policies, procedures, and service standards.

Responsibilities & Duties:

• Demonstrates strong knowledge of the current phone system and makes recommendations to enhance customer service delivery.
• Operates the phone system to monitor call quality and associates' performance; generates reports for coaching and reviews, promptly report any issues to the IT Help Desk, and provide continuous updates to the staff.
• Ensures that proper staffing levels are maintained to meet shift coverage needs and achieve overall service level goals.
• Oversees the accurate tracking of KPIs and performance metrics for associates, and ensures timely submission of bi-weekly payroll data. Establishes performance goals for ...