Job Title: Customer Service Supervisor

Reports to: Director - Operations

The role of the Customer Service Supervisor exists to oversee the employees, efficiency and quality of work environment for the Customer Service department. This role also exists to assist with the communication to and from other departments regarding processes as well as updates to departments regarding new and existing technology.

• Full departmental process knowledge
• Full coverage scheduling
• Ensuring all day to day work is completed
• Contact with Client Relations, Sales, and Production leadership teams to maintain consistency
• Collaborates in setting goals and expectations for the department
• Monitoring and enhancing employee efficiency
• Assisting in team leadership development
• Able to clearly communicate, consult and test with all departments and management
• Listening to, resolving or escalating conflicts
• Discipline up to a verbal warning
• Serves as acting manager in the absence of Customer Service Manager
• Other duties as assigned

• Demonstrated experience in management and organizational effectiveness
• Solid experience managing others including development and coaching
• Decision-making
• Committed
• Conflict management
• Enthusiastic
• Influencing and leadership skills
• High attention to detail
• Adaptable
• Ability to clearly give direction
• Ability to work in a team
• Calm under pressure
• Critical thinking, analytic and problem solving skills
• Good verbal and written communication skills

EDUCATION REQUIREMENTS

• Bachelor degree preferred

Experience

• 2+ years’ experience as Customer Service Representative
• At least 1 year of team handling experience

Shifts 

• Willing to work on Rotational Shifts including Night Shifts.