Customer Support Team Leader

1 week ago

Wichita Falls, Texas, United States Mass Markets Full time

POSITION OVERVIEW

Job Title: Customer Service Supervisor

Job Type: Full Time

Location: Remote

Mass Markets is a prominent Business Process Outsourcing (BPO) organization dedicated to providing customized solutions that cater to the varied requirements of our clients. Our commitment to excellence and innovation has established us as a reliable partner in the industry.

We are seeking a skilled Customer Service Supervisor to oversee the daily functions of our customer service team. This position entails ensuring the swift and effective resolution of customer inquiries and concerns while achieving or surpassing performance benchmarks.

To be eligible for this role, please complete a comprehensive application on our company careers page, which includes screening questions and a brief pre-employment assessment.

POSITION RESPONSIBILITIES

Key Tasks and Responsibilities

  • Lead and supervise a team of customer service representatives.
  • Provide coaching, training, and mentorship to team members.
  • Foster a positive and collaborative workplace atmosphere.
  • Ensure prompt resolution of customer inquiries, issues, and complaints.
  • Assess customer service interactions to maintain high-quality standards.
  • Address escalated customer concerns and develop solutions.
  • Drive revenue growth through effective call center management.
  • Monitor key performance indicators (KPIs) to evaluate team effectiveness.
  • Implement improvement strategies to meet service objectives.
  • Identify opportunities for enhancing customer service processes.
  • Prepare regular performance reports and key metrics.
  • Maintain consistent and accurate communication with customers.
  • Manage remote team members as necessary.
  • Serve as a subject matter expert on client operations.
  • Perform additional duties as assigned.

CANDIDATE QUALIFICATIONS

ARE YOU A GOOD FIT FOR THIS ROLE?

We are in search of highly motivated candidates who possess the following qualifications:

  • A minimum of 3 years of experience in a call center or 1 year in call center management.
  • An associate's degree or relevant professional experience.
  • Outstanding interpersonal and communication abilities.
  • Strong supervisory and staff development skills.
  • Advanced proficiency in Microsoft Office and call center technologies.
  • Conflict resolution expertise for both customers and agents.
  • Demonstrated leadership with effective time management, planning, and organizational skills.
  • Willingness to learn new products and systems.
  • Ability to thrive in a professional, fast-paced environment.
  • Understanding of contact center dynamics and performance drivers.
  • Clear and practical communication skills.
  • Solution-oriented mindset with a positive attitude towards change and goal achievement.
  • Strong organizational skills and capability to prioritize tasks.
  • Accountability for the performance of team members.

COMPENSATION DETAILS

LOOKING FOR AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We offer competitive compensation, opportunities for professional growth, and a diverse and inclusive workplace.

ABOUT MASS MARKETS

Mass Markets assists clients in addressing customer experience (CX) and digital transformation (DX) challenges through innovative solutions for exceptional outcomes. We provide business process outsourcing, customer services, and IT solutions across various sectors.

Mass Markets has been recognized for its growth and quality services across multiple industries. We deliver technology-enabled business services that drive modernization and optimal performance for our clients.

Disclaimer: The above job description is a general overview of the role. Tasks and responsibilities may vary, and additional duties may be assigned based on performance. The employer reserves the right to modify this description at any time, and employment can be terminated by either party at any time.

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