Loggerhead · 15 hours ago

Customer Service Supervisor

Florida, United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Provide ongoing guidance and leadership to the Customer Service team

Balance resources, people, systems, and equipment to meet quality and responsiveness measures.

Monitor call volumes throughout the day and provide direction to staff to ensure staffing is in place to meet service levels

Ensure that employees follow staffing schedules as required.

Assist in the creation and maintenance of standard operating procedures for team processes.

Manage the analysis of reports and metrics that monitor the incoming contacts. Monitor the quality and level of service provided against established standards

Administer daily dashboards, measures spreadsheets and monthly business review documentation.

Research, analyze, propose and implement process and reporting enhancements that will improve workflow and customer service.

Conduct regular team meetings and coaching sessions with staff. Assist in the training, development, and mentoring of new staff to satisfy customer requirements

Other responsibilities may be assigned

Qualification

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Customer Service LeadershipContact Center OperationsProperty Insurance TechnologyMS Office ProductsBusiness Requirements TranslationEnthusiasm for Learning

Required

3-5 Years contact center experience in operations leadership role(s.)

Strong team-oriented interpersonal skills, with the ability to effectively collaborate with a broad range of internal/external contacts and roles, including vendors, IT-business personnel and product management.

Ability to contribute and collaborate as a team member while working proactively and independently

Advanced analytical and problem-solving skills to develop creative solutions to problems

Excellent presentation, persuasion, written, and interpersonal skills.

Strong attention to detail, organizational skills, time management, and analytical skills

Ability to translate requirements from a business perspective to development specifications for systems and software developers

Enthusiasm for growth, learning and developing new opportunities with the company as it launches new products and services

Advanced knowledge in internet software, MS Office products and database usage

Contact Center Operations: 3 years (Required)