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Customer Service Supervisor

2 months ago

North Richland Hills, Texas, United States Stericycle Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Stericycle. As a key member of our contact center, you will be responsible for overseeing the day-to-day operations, ensuring exceptional customer experiences, and driving business growth.

Key Responsibilities
  • Team Leadership: Directly supervise and manage a team of customer service representatives, providing guidance, coaching, and performance feedback to ensure high-quality service delivery.
  • Customer Experience: Oversee the implementation of customer-centric initiatives, ensuring that customers receive a positive, professional, and complete interaction with our team members.
  • Process Improvement: Collaborate with the management team to design and implement process improvements, focusing on enhancing customer retention, employee morale, and operational efficiency.
  • Performance Management: Develop and implement performance metrics, providing regular feedback and coaching to team members to ensure they meet or exceed performance expectations.
  • Communication: Establish and maintain effective communication with cross-functional teams, including sales, marketing, and operations, to ensure seamless collaboration and alignment.
  • Training and Development: Develop and deliver training programs to enhance the skills and knowledge of customer service representatives, ensuring they have the necessary tools to provide exceptional service.
  • Quality Assurance: Conduct regular quality audits to ensure that customer service standards are met, and implement corrective actions as needed.
Requirements
  • Education: Equivalent to an associate degree in Business Administration or Management, or the equivalent in related work experience.
  • Experience: Three or more years of experience in a customer service, customer retention, or sales environment, with a proven track record of success in team leadership and process improvement.
  • Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and cross-functional teams.
  • Technical Skills: Proficiency in Microsoft Office, with experience in CRM technology and workforce management systems.