Supervisor, Customer Service

DSV • Atlanta, GA

1d • Onsite

About The Position

Responsible for coordinating activities of various types of service agents providing customer support services.

Requirements

• Exceptional interpersonal and analytical skills required.
• Bachelor’s degree or equivalent strongly preferred.
• Generally prefer 0-2 years of related supervisory experience.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager