Customer Service Supervisor

  • location: Cedar Knolls, NJ
  • type: Temp to Perm
  • salary: $17 - $21 per hour

job description

Customer Service Supervisor

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. 

Responsibilities

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
Skills
  • Training (2 years of experience is required)
  • Customer Service
  • Active Listening
  • Influencing
  • Supervising
Education
  • High School
Qualifications
  • Years of experience: 2 years
  • Experience level:Experienced
Shift: First

Working hours: 8 AM - 11 PM

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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