Service Specialist Supervisor

Service Specialist Supervisor is responsible for leading and motivating a high-performing customer service team in a call center environment, ensuring service quality, productivity, and adherence to company standards.

An effective supervisor will ensure their team is: • Meeting individual and team performance goals • Respectful to co-workers and demonstrating a high level of integrity • Adhering to company policies and procedures

• Producing accurate and complete work • Providing a high level of service to all customers

Responsibilities:   • Coach, motivate, and manage a team of direct report service agents • Monitor calls, call handling statistics, survey scores, QA, and agent productivity • Effectively manage attendance, absence, and attrition in line with company policies and protocols • Complete all administrative tasks and recordkeeping within established timelines • Identify and address performance issues, including the use of performance improvement plans when appropriate • Conduct team huddles • Establish and maintain appropriate communication with management, peers, colleagues, and other departments • Provide coaching and training to support a learning environment and continuous improvement • Maintain subject matter expertise for the brand. Complete knowledge of product, policies and procedures, and technology • Take calls as assigned to maintain skills or support during periods of high call volume