Customer Service Operations Supervisor
1 week ago
Position Summary:
We are thrilled to have you consider Lehman Consulting & Recruiting (LCR) as your partner in achieving your career aspirations. Our mission is to help you navigate your professional journey, unlocking your potential and enhancing your success. With competitive compensation and a supportive work environment, we prioritize your growth and well-being.
LCR is currently seeking a Customer Service Operations Supervisor. In this role, you will oversee a team of 10-15 customer service agents, fostering a dynamic and engaging workplace culture that promotes enthusiasm and teamwork.
Benefits of the Position:
- Compensation of $20-21 per hour
- Fully Remote Work Environment
- Standard 8-Hour Work Shift
- Opportunities for career advancement and professional development
- Provision of necessary computer equipment
Key Responsibilities:
- Analyze and present call center data and metrics, ensuring accuracy in reporting and database management.
- Organize, prioritize, and delegate workflow tasks to maintain operational efficiency.
- Guide team members through complex customer interactions and provide support for challenging situations.
- Inspire, mentor, and evaluate representatives while monitoring key performance indicators (KPIs).
- Develop strategies for managing high volumes of incoming calls and client inquiries to meet service level agreements (SLAs).
- Conduct regular one-on-one meetings and performance assessments.
- Oversee the department's call systems and campaigns, providing enhancement recommendations to IT.
- Collaborate with fellow leaders to improve overall client satisfaction rates.
Qualifications:
- High School Diploma (mandatory)
- Proven experience in leading a team of at least ten individuals
- In-depth understanding of call center metrics and experience in coaching teams to achieve KPI targets.
- Exceptional customer service skills with the ability to coach according to client needs.
- Strong time management skills (essential)
- Proficiency in Microsoft Office, SharePoint, Windows OS, and CRM systems.
About Lehman Consulting & Recruiting:
LCR is committed to equal opportunity and affirmative action. We welcome applications from all qualified individuals without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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