Inbound Customer Service Supervisor

Televerde•Rockville, IN

About The Position

The Inbound Customer Service Supervisor leads, motivates, and develops a team of Customer Service Representatives (CSRs) to ensure productivity, effective workflows, and superior customer service. The supervisor provides training and development, oversees compliance with policies and procedures, and works with various business lines to meet company objectives. This is a full-time opportunity located within a partner DOC facility. The supervisor oversees workflow planning and delegation, monitors and audits team performance against quality and KPI targets, prepares performance reports, reviews and approves timecards, and handles escalated calls and sensitive customer inquiries. The role also serves as a subject matter resource for process changes, quality audits, system enhancements, customer-facing processes, and product offerings. Additional duties include interviewing and processing new hires as needed, recommending and implementing goals and workflow changes, communicating with stakeholders, analyzing call-volume trends, reporting system issues to the IT service desk, and completing other projects assigned by management. Televerde provides equal employment opportunities and prohibits discrimination and harassment based on protected characteristics under applicable federal, state, and local laws. This policy applies to all terms and conditions of employment.

Requirements

High school diploma or GED required.
Five years of customer service experience or related experience.
Ability to provide detailed and accurate CSR performance reports in a timely manner.
Ability to handle customer grievances professionally and coach and provide feedback to representatives.
Technological aptitude and ability to keep abreast of technological advancements and service offerings.
Exceptional communication skills across lines of business.

Nice To Haves

Associate degree or higher preferred.
Three years of call center experience preferred.
Experience leading call center representatives preferred.

Responsibilities

Lead, motivate, and develop team members to meet and exceed customer service objectives.
Forecast, prioritize, delegate, and oversee workflows to deliver superior customer service to clients and customers.
Continuously review and audit team performance to ensure CSRs meet or exceed quality and KPI targets.
Document, track, and report daily, weekly, and monthly employee performance metrics.
Manage, review, and approve team members’ timecards accurately.
Handle escalated calls and sensitive customer inquiries professionally and promptly.
Serve as a resource and subject matter expert for process changes, quality audits, system enhancements, customer-facing processes, and product offerings.
Conduct interviews and process new hires as needed.
Recommend and assist with implementing goals, objectives, workflow revisions, and scheduling changes to provide superior customer service.
Implement policies and procedures.
Communicate with business lines and stakeholders to resolve issues and meet company objectives.
Analyze call-volume trends and workflows and promptly report system issues to the IT service desk.
Complete additional projects assigned by management.
Provide timely, detailed, and accurate performance reports on CSRs.
Coach and provide feedback to representatives handling customer grievances.
Role-model, mentor, and develop representatives in alignment with promotional opportunities.