Customer Service Supervisor

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring the delivery of high-quality service, achieving customer satisfaction, monitoring team performance, and ensuring compliance with company policies, procedures, and service standards.Key ResponsibilitiesSupervise the daily activities of the customer service team and assign tasks effectivelyMonitor and evaluate team performance using Key Performance Indicators (KPIs)Train, coach, and develop customer service representatives to enhance their skills and performanceHandle escalated customer complaints and ensure timely and effective resolutionEnsure compliance with company policies, procedures, and customer service standardsPrepare and submit regular performance and operational reports to managementProvide ongoing feedback and performance coaching to team membersCoordinate with other departments to resolve customer issues and improve the customer experienceManage staff schedules, attendance, and leave to maintain adequate service coverageIdentify opportunities for process improvements and implement best practices to enhance service qualityKey Performance Indicators (KPIs)Customer Satisfaction Score (CSAT)First Contact Resolution (FCR)Service Level Agreement (SLA) ComplianceAverage Response and Resolution TimeQuality Assurance (QA) ScoresTeam Productivity and Performance Achievement