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G&A Partners · 1 day ago

Supervisor, Inbound CSM Team

United States

Full-time

Remote

Mid, Senior Level

$65K/yr - $90K/yr

2+ years exp

G&A Partners is a growing, Houston-based professional services firm that provides proven HR solutions and technology. They are seeking a Supervisor for the Inbound CSM Team to lead a contact center team managing client relationships and customer service interactions across various channels while ensuring service level goals are met.

ConsultingHealth CareHealth InsuranceHuman Resources

Growth Opportunities

Responsibilities

Manages daily team operations ensuring 90% of calls answered in 20 seconds, maintaining service levels across phone, email, and chat channels while ensuring high transaction accuracy and speed

Oversees email queue management, ensures timely case resolution, and partners with Contact Center Manager on resource planning and workforce strategies

Supervises team through regular one-on-ones, performance reviews, and coaching sessions focused on contact center metrics and client relationship skills

Partners with QA specialists to monitor calls and provide real-time feedback for quality improvement

Creates and maintains skills assessments, training plans, and individual development paths for future CSM roles

Addresses performance issues through coaching and progressive discipline when needed

Facilitates team meetings and promotes company culture, vision, mission, and values

Oversees client relationships for assigned accounts, ensuring satisfaction for official client contacts only (not WSE requests)

Handles escalated supervisor calls and supports leadership with contract negotiations and credit requests as directed

Ensures timely follow-up on all escalations, NPS feedback, complaints, and renewal opportunities

Creates and manages daily, weekly, and monthly staffing plans based on historical volume patterns

Monitors schedule adherence and adjusts for peak periods, projects, and absences

Coordinates backup coverage with peer supervisors to ensure service continuity

Utilizes workforce management tools to optimize scheduling and identify efficiency opportunities

Reviews system reports to identify automation and improvement opportunities for leadership consideration

Implements approved process changes and maintains standard operating procedures and first interaction resolution guidelines

Gathers and shares team feedback on new tools and processes with leadership

Maintains comprehensive team performance reporting on service levels, quality, accuracy, and client satisfaction metrics

Analyzes metrics including AHT, first call resolution, and abandonment rates to identify gaps and develop improvement action plans

Serves as backup for Contact Center Manager and peer supervisors as needed

Supports after-hours escalations and critical client situations as required

Participates in leadership development programs and special projects as assigned

Qualification

Contact center managementClient relationship managementPerformance analyticsMS Office SuitePEO/HRO industry knowledgeSupervisory experienceBilingual Spanish/EnglishCoaching skillsProcess improvementTeam leadership

Required

High school diploma or equivalent, with relevant experience is required

Proficiency in MS Office Suite (especially Excel), contact center technologies (ACD, IVR, call recording), CRM systems, and Client Space or similar case management systems is required

The ideal candidate has prior supervisory experience or 2 plus years of client relationship management