Customer Service Supervisor

Answering Service Care•Coral Gables, FL

About The Position

As a call center Operations Team Leader, you will help ensure the team thrives and delivers exceptional service. You will lead by example, handle sensitive information carefully, uphold professional standards, and support the organization’s success. The role includes overseeing agents, assisting with customer-interaction challenges, supporting HR with applicants and onboarding, monitoring performance and service quality, and preparing reports. The posting offers full-time and part-time roles.

Requirements

Demonstrate a friendly, caring, and understanding attitude toward customers and team members.
Maintain an energetic and positive demeanor that supports collaboration and productivity.
Use a proactive, solutions-oriented approach to problem-solving.
Stay organized and maintain accuracy and attention to detail.
Be dependable, with strong attendance and punctuality, and flexibility to work weekend shifts.
Demonstrate accountability and professionalism, and hold yourself and the team accountable.
Show self-motivation in pursuing company goals, especially service quality and operational efficiency.
Collaborate effectively as a team player and contribute to a supportive, positive culture.
Approach opportunities with confidence and creativity.

Responsibilities

Oversee the call center floor, ensuring agents meet quality standards and feel supported in succeeding.
Guide agents in handling challenges, errors, and complaints during customer interactions.
Support Human Resources by facilitating walk-in applicants and onboarding processes when needed.
Monitor agent performance and provide constructive feedback to maintain high-quality service.
Prepare and manage performance and results reports using database tools and word-processing software.
Handle sensitive information with care and uphold high professional standards.