Customer Service Operations Supervisor

2 weeks ago


Houston, Texas, United States First Service Credit Union Full time
Position Overview:

As the Customer Service Operations Supervisor, you will be responsible for managing all facets of the Contact Center to ensure exceptional service is provided to both internal and external stakeholders. Your role will involve quality assurance through call monitoring, addressing escalated issues, offering guidance and leadership to the team, and overseeing daily operations. Collaborating closely with the Vice President of the Contact Center, you will prepare reports, resolve member concerns, and train Customer Service Representatives. Your primary objective is to fulfill the credit union's goals while effectively addressing member needs across various communication platforms.

Key Responsibilities:
  • Gather, analyze, and summarize data to create performance reports for upper management.
  • Assist in managing escalated calls and support the team during peak call times.
  • Oversee Contact Center personnel to ensure high performance, provide coaching and training, and uphold service excellence.
  • Utilize resources efficiently to enhance productivity, manage scheduling, and monitor service quality.
  • Conduct regular performance assessments, deliver constructive feedback, and inspire the team through positive communication.
Performance Indicators:

1. Provide professional and timely service to all members.

2. Support Customer Service Representatives by promptly addressing calls and inquiries.

3. Accurately process member transactions.

4. Maintain a professional atmosphere within the department.

5. Offer leadership to ensure timely completion of tasks.

6. Document performance to facilitate staff development within the organization.

Qualifications and Skills:

Experience - Significant experience in Contact Center operations with a keen attention to detail.

Education - A two-year college degree or relevant certification, training, or job-specific skills.

Interpersonal Skills - Ability to support the team, deliver efficient phone services, provide solutions, and promote products.

Additional Skills - Proficient in multitasking, decision-making, problem-solving, leadership, communication, and effective workload management. Must be adaptable, prioritize tasks, and work collaboratively as part of a team.

Physical Requirements - Ability to navigate the work environment, communicate effectively in person and over the phone, and lift a minimum of 10 pounds.

Work Environment - Expected to maintain a clean and professional workspace while adhering to safety protocols.

  • Houston, Texas, United States Envoy Air Full time

    Job Title: SupervisorCompany: Envoy AirOverviewEnvoy Air is a reputable and expanding airline that presents a remarkable opportunity for a Supervisor to oversee customer service operations. In this role, you will be responsible for directing and managing team activities, ensuring compliance with safety protocols, addressing workplace challenges, and...


  • Houston, Texas, United States Envoy Air Full time

    Job Title: SupervisorCompany: Envoy AirOverviewEnvoy Air presents a remarkable opportunity for a Supervisor to take charge of customer service operations within a dynamic and expanding airline. In this role, you will oversee and direct team activities, ensure compliance with safety protocols, address workplace challenges, and inspire staff to meet...


  • Houston, Texas, United States Envoy Air Full time

    Job Title: SupervisorCompany: Envoy AirOverviewEnvoy Air is a dynamic and expanding airline that presents a remarkable opportunity for a Supervisor to take on a pivotal role within the organization. In this capacity, you will oversee and direct operational activities, ensure compliance with safety protocols, address workplace challenges, and inspire team...


  • Houston, Texas, United States Service Wire Company Full time

    Reporting to: Distribution ManagerLocation: Houston, TXPosition Overview: The Logistics Operations Supervisor supports the Distribution Manager in various aspects including recruitment, training, and scheduling of personnel. This role also involves aiding in the formulation, execution, and oversight of logistical strategies aimed at ensuring uninterrupted...


  • Houston, Texas, United States Service Wire Company Full time

    Reporting to: Distribution ManagerLocation: Houston, TXPosition Overview: The Logistics Operations Supervisor supports the Distribution Manager in the recruitment, training, and scheduling of staff. This role also involves assisting in the creation, execution, and oversight of logistical strategies aimed at ensuring the seamless distribution of wire and...


  • Houston, Texas, United States Envoy Air Full time

    About the RoleAt Envoy Air, we're seeking a highly skilled and motivated Customer Service Operations Manager to join our team. As a key member of our operations team, you will be responsible for leading and coordinating the activities of our customer service team, ensuring that our customers receive exceptional service and support.Key ResponsibilitiesLead...


  • Houston, Texas, United States Newrez Full time

    Customer Service Team Supervisor at NewrezPrimary Role The Customer Service Team Supervisor is tasked with overseeing the Performing Mortgage Inbound Customer Service unit. This role includes management of the Loan Servicing operations and supervision of the Secured Consumer team.Direct ReportsPerforming Loan Consultant I, II, IIICustomer Care Universal...


  • Houston, Texas, United States Newrez Full time

    Customer Service Team Supervisor at NewrezOverview The Customer Service Team Supervisor is tasked with overseeing the Inbound Customer Service division for Performing Mortgages. This role includes managing the Loan Servicing operations and supervising the Secured Consumer team.Team LeadershipDirect reports include Performing Loan Consultants I, II,...


  • Houston, Texas, United States Newrez Full time

    Customer Service Team Supervisor at NewrezPrimary Function The Customer Service Team Supervisor is tasked with overseeing the Inbound Customer Service division within the Performing Mortgage sector. This role includes managing the Loan Servicing operations and leading the Secured Consumer team.Direct ReportsPerforming Loan Consultant I, II, IIICustomer Care...


  • Houston, Texas, United States Compass Group USA Full time

    Position Overview:Join our team as a Food Service Operations Supervisor at Compass Group USA, where you will be instrumental in delivering outstanding service and operational excellence within the foodservice sector. If you are enthusiastic about customer engagement and managing food operations, this role could be an excellent match for your skills.About...


  • Houston, Texas, United States Convergint Full time

    Location: Houston, TXAbout Us: Convergint is seeking a dedicated and proactive Service Operations Supervisor to enhance our dynamic team culture. This role is pivotal in overseeing the Service Operations team, focusing on colleague development and performance enhancement.Key Responsibilities:Manage and supervise the Service Operations team to ensure...


  • Houston, Texas, United States GetixHealth Full time

    Job Summary: We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at GetixHealth. As a key member of our customer service department, you will play a critical role in ensuring the success of our customers and the company as a whole.Key Responsibilities:Leadership and Management: Lead and manage a team of customer...


  • Houston, Texas, United States HTX Material Handling Full time

    Job OverviewSalary: CompetitiveThe Operations Service Supervisor plays a vital role in ensuring the smooth functioning of service operations by leveraging strong administrative, customer relations, and internal coaching skills. This position requires adaptability to frequent interruptions, effective decision-making, and sound judgment.Key...


  • Houston, Texas, United States Swissport International AG Full time

    OverviewAre you prepared to soar in a vibrant and fast-paced aviation sector? As a global frontrunner in aviation services, Swissport delivers Ground Handling, Cargo Handling, and Passenger Services to over 300 million travelers each year. Our mission is straightforward - "To provide the aviation industry with consistent and customized solutions worldwide,...


  • Houston, Texas, United States AVIATION SERVICE PARTNERS INC Full time

    Job DescriptionJob Summary:Aviation Service Partners Inc. is seeking a highly experienced Maintenance Supervisor to oversee the maintenance operations of our aircraft. The successful candidate will have a strong background in aircraft maintenance, technical leadership, and team management.Key Responsibilities:Plan, direct, and coordinate maintenance...


  • Houston, Texas, United States United Airlines Full time

    **** **Assistant Manager AO Ramp Services** **Overview** The Assistant Manager AO Ramp Services plays a crucial role in overseeing the daily operational management of Ramp Services at our Hub station. This position is integral to ensuring safety, performance, customer satisfaction, and the empowerment of employees while fostering a Core4 culture.**Key...


  • Houston, Texas, United States Infojini Full time

    Position OverviewThe Service Operations Supervisor will play a pivotal role in overseeing a team of skilled technicians, ensuring optimal performance and service delivery.Key ResponsibilitiesLeadership: Demonstrate effective leadership by managing team dynamics, providing guidance, and fostering a collaborative environment.Planning and Organization:...


  • Houston, Texas, United States Propark Mobility Full time

    Job SummaryWe are seeking a highly motivated and experienced Assistant Account Manager to join our team at Propark Mobility. As a key member of our operations team, you will be responsible for supervising and managing our frontline associates, ensuring exceptional customer service, and driving business growth.Key ResponsibilitiesSupervise and Manage...


  • Houston, Texas, United States Dynamic Service Solutions Full time

    Job OverviewPosition SummaryThe Facilities Operations Supervisor will oversee the maintenance and functionality of the building and its associated services, both directly and through external contractors when necessary. This includes managing essential systems such as electrical, plumbing, security, HVAC, landscaping, and snow removal. The role is crucial in...


  • Houston, Texas, United States Texas Thrift Full time

    Shift SupervisorAs a Shift Supervisor, you will play a vital role in the management of our retail operations. Your responsibilities will include overseeing store staff, ensuring the store is opened and closed properly, and acting as the primary supervisor on duty. This position involves training and mentoring team members, delivering exceptional customer...