We are seeking a dedicated and experienced Customer Service Operation Supervisor to lead our customer service team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. This role is essential in ensuring that our team meets and exceeds customer expectations while fostering a positive work environment. The Customer Service Supervisor will be responsible for managing daily operations, training staff, and implementing best practices to enhance overall service quality.

Responsibilities:

• Supervise and support the customer service team, providing guidance and motivation to achieve performance goals.
• Analyze customer feedback and service metrics to identify areas for improvement and implement effective solutions.
• Manage daily operations, ensuring that all customer inquiries are handled efficiently and effectively.
• Timely communication to guests, team, internal and external stakeholders and management.
• Promote and build an inclusive, diverse, safe and cohesive team environment.
• Coach, counsel, and develop the team to meet performance expectations.
• Guide team efforts to deliver low effort guest experience for one and done contacts.
• Handle guest escalations to support team members and guest needs.
• Use Performance Dashboard and other resources and tools to review team members performance such as, metrics, comments, and data, identifing areas of strengths and improvement opportunities.
• Listen to team members calls and perform call "drop-ins" to gauge quality and tone of calls and also overall contact handling ability - also evaluates calls which contribute to performance scores in dashboard.
• Hold monthly meetings with each team member to provide guidance - performance guidance happens daily and formal meetings can happen during the week outside of official monthly meeting.
• Contribute to continuous improvement of processes and efficiencies.
• Participate in recruitment by interviewing and assessing candidates and developing job descriptions.

Qualifications:

• Software platforms: Salesforce; tableau; (GEP; C360; Service Lane/tis)
• 4 years or equivalent managing people

Prefer:

• Analytical, problem solving, teamwork
• Proven ability to develop people
• Must be able to multitask while using several software applications
• Bachelor’s degree or Higher