Our client has an immediate need for a Customer Service Supervisor in Cedar Knolls, NJ. The right candidate will be responsible for overseeing the daily call center operations including: staff supervision, ensuring staff compliance with all program related SOPs; responding to escalated issues, monitoring calls and providing feedback and coaching to Call Specialists to ensure quality service delivery; monitoring call floor activity and responding in real time to fluctuations in call volume and staffing.Strong focus on training and education.
Supervise team of Call Specialists (Direct Reports).
Mentor and develop staff
Manage time off / vacation requests from Call Specialists.
Participate in new hire training in accordance with established training curriculum.
Conduct ongoing call monitoring and provide feedback and coaching to ensure consistent quality of service.
Document results of call monitoring; document feedback and coaching sessions; maintain all documentation
according to established guidelines.
Manage staff schedules within budgetary guidelines.
Monitor and react to daily call floor activity (call volume, staffing, and agent productivity metrics) to
ensure key performance indicators are being met.
The essential functions of this role include:
- working up to 5 hrs of overtime per week
- working weekends
- Training (2 years of experience is required)
- Customer Service
- Active Listening
- Years of experience: 2 years
- Experience level:Experienced
Working hours: 8 AM - 11 PM
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