Aspira · 1 month ago
Customer Service Supervisor
Dallas, TX, US
Full-time
Onsite
Mid, Senior Level
4+ years expAspira is a company that operates a 24/7 customer service center, providing support for customer inquiries and reservations. The Supervisor, Customer Service oversees daily operations, manages staff, and ensures exceptional service delivery while tracking key performance indicators and optimizing workflows.
CommunitiesGovernmentHospitalityInformation TechnologyInternetInternet of ThingsLeisureTourismTravel
Responsibilities
Lead daily Call Center operations to meet or exceed goals, KPIs, and client satisfaction standards
Supervise and support customer service staff, including performance management, coaching, and scheduling
Monitor KPIs to optimize performance, manage call volume, and adjust workflows as needed
Handle escalated customer issues and maintain service quality
Provide phone support when necessary and maintain coaching proficiency
Manage staffing levels, including PTO requests and overtime, ensuring adequate coverage
Analyze historical data to identify performance improvement opportunities
Support department Standard Operating Procedures and ensure effective communication of changes
Maintain active communication with management regarding operational issues and concerns
Foster a positive team culture that reflects Aspira's values of teamwork, accountability, and professionalism
Ensure compliance with privacy, confidentiality, and regulatory standards
Motivate and support agents through regular feedback and communication to enhance team morale and performance
Improve the quality of results by recommending process changes or improvements based on performance analysis
Monitor and manage timecards and attendance, ensuring accurate reporting of hours worked and addressing any discrepancies or irregularities
Enforce department attendance policies to maintain consistent staffing levels and productivity
A flexible schedule is required, including evening or weekend hours, and remaining available as support for business escalations or error resolution
Qualification
Required
Strong leadership and customer service skills
Professional and calm demeanor, with excellent listening and problem-solving abilities
Ability to manage workload effectively, both independently and as part of a team
Excellent communication skills, both verbal and written
Demonstrated experience in resolving customer issues and fostering a positive environment for both customers and staff
Attention to detail and commitment to delivering high-quality service
Ownership of tasks and accountability for outcomes
Associate's degree in business or related field preferred
1+ years of Supervisor, Customer Service experience, managing teams of 10-20 staff
2+ years in a team lead or senior representative role, with experience in performance management and KPI oversight
4+ years of inbound/outbound Call Center experience, ideally in hospitality or the travel/reservation industry
Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
Familiarity with Call Center software such as Amazon Connect and Verint is a plus
General internet and technology competency
Company
Aspira
Aspira's technology helps you manage campground reservations, hunting/fishing licenses, and more.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-04-23Acquired
Leadership Team
Glenn Wilson
Chief Technology Officer
Dan McGrew
CFO
Recent News
2025-04-01
Globe Newswire
2024-03-21
Company data provided by crunchbase