Supervisor, CSR B2

DSV • Fort Worth, TX

2d • Onsite

About The Position

Responsible for coordinating activities of various types of service agents providing customer support services. The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation.

Requirements

• Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests
• Exceptional interpersonal and analytical skills required.
• Generally prefer 0-2 years of related supervisory experience.

Nice To Haves

• Bachelor’s degree or equivalent strongly preferred.

Responsibilities

• Responsible for the supervision and development of customer service agents, specialists, and coordinators. Responsible for developing, motivating and supervising a world-class customer service team
• Answer questions about services
• Key information into computer to compile work volume statistics for performance purposes and to keep records of customer service requests and complaints
• Handle customer complaints, adhere to client protocol and SOP’s. Audit, research, report, and resolve customer service issues
• Assist with maintaining database regarding call volumes and staffing. Suggest changes in staffing based on day of week, industry trends, other anticipated events, and PBX data
• Monitor productivity of agents and generates reports.
• Monitor ACD data to monitor the length of time customers remain on hold. Assist with corrective action to reduce hold time and increase customer satisfaction
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards. Check departments work accuracy for errors. Provide performance feedback and coaching to employees and supervisors
• Determine work procedures, prepares work schedules, and expedites workflow
• Study and standardize procedures to improve department efficiency
• Ensure a safe working environment through consistent practice of safety programs and procedures
• Select and place staff, ensure staff receives training for job activities, and define specific job assignments. Manage performance to ensure required levels of productivity and achievement of organizational objectives

Benefits

• Eligibility, coverage options, and plan details are available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree