EBO Supervisor

Customer Service Supervisor•

Production Shift:

11:00 AM•8:00

PM Job Summary:

The Customer Service Supervisor•Production is responsible for overseeing daily operations, ensuring team productivity, and maintaining high-quality service standards. This role includes monitoring performance metrics, coaching team members, handling escalations, and enforcing company policies.

Key Responsibilities:

Production & Performance Tracking:

Monitor daily production metrics, including call volume and system usage, and communicate updates to the team. Track and report key performance indicators (KPIs) such as calls handled, system time, and overall team performance. Provide daily production updates to the Director/Manager.

Quality Assurance & Coaching:

Conduct daily call monitoring to assess performance, provide coaching, and identify training opportunities. Complete agent coaching and feedback through Verint. Offer real-time guidance and de-escalation techniques to assist agents in handling challenging situations. Identify and escalate training needs to the Director/Manager.

Team Supervision & Development:

Ensure all team members have the necessary tools and resources to perform their job functions effectively. Track and document agent attendance, breaks, and lunch periods. Address disciplinary and coaching matters promptly, documenting and escalating issues as needed. Monitor underperforming agents and implement improvement plans, providing weekly updates to the Director/Manager.

Escalations & Customer Support:

Handle escalated customer calls and support agents throughout the day as needed. Serve as a point of escalation for complex account issues that agents are unable to resolve.

Administrative & Operational Duties:

Conduct interviews for new hires as needed. Review and respond to agent emails as required. Uphold and enforce company policies and procedures. Perform additional duties as assigned by management. Performance Expectations (KPIs): Handle an average of 40 calls per day. Maintain an average of 7 hours of system time per day. Achieve a Quality Monitoring (QM) score of 89% or higher each month. Maintain above-average attendance. Provide regular updates on team performance and attendance to leadership. This role requires a proactive leader with strong communication skills, the ability to manage a high-performing team, and a commitment to delivering exceptional customer service.