Inbound Customer Service Supervisor

Televerde • Rockville, IN

8d

About The Position

The Inbound Customer Service Supervisor leads, motivates, and develops a team of Customer Service Representatives to support productivity, effective workflows, and high-quality 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 role includes monitoring team performance and service metrics, managing timecards, handling escalated customer inquiries, supporting process and system changes, interviewing and processing new hires as needed, and helping implement operational goals and workflow revisions. Additional projects may be assigned by management. The job description notes that duties and responsibilities may change at any time without notice.

Televerde provides equal employment opportunities and prohibits discrimination and harassment based on protected characteristics. This policy applies to all terms and conditions of employment.

Requirements

• High school diploma or GED required.
• At least 5 years of customer service or related experience.
• Ability to provide detailed and accurate performance reports on Customer Service Representatives in a timely manner.
• Ability to handle customer grievances professionally and coach representatives who handle grievances.
• Ability to act as a role model and mentor and develop representatives.
• Technological aptitude and ability to stay abreast of technological advancements and service offerings.
• Exceptional communication skills with all lines of business.

Nice To Haves

• Associate degree or higher.
• At least 3 years of call center experience.
• Experience leading call center representatives.

Responsibilities

• Lead, motivate, and develop team members to meet and exceed customer service objectives.
• Forecast, prioritize, delegate, and oversee workflows to provide superior service to clients and customers.
• Review and audit team performance to ensure Customer Service Representatives meet or exceed quality standards and KPIs.
• 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; 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.
• Provide additional project support as assigned by management.
• Provide detailed and accurate performance reports on Customer Service Representatives in a timely manner.
• Handle customer grievances professionally and coach and provide feedback to representatives who address grievances.
• Model effective conduct, mentor representatives, and develop them for promotional opportunities.
• Stay abreast of technological advancements and service offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED