Walk Up Center Customer Service Supervisor

Job Description

Job Description

Position Summary

Global Agility Solutions is currently hiring supervisors to join our stellar customer service team to enable customer satisfaction and a positive service experience. The primary function of the supervisor is to coach and motivate customer service representatives (CSRs) as they field interactions from clients. The customer service supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their customer interactions. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to agents.

To succeed as a customer service supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following :

Hiring, training, and preparing customer service representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

Organizing schedules, keeping track of employees' hours and recording payroll data.

Managing cash flow and ensuring that all financial transactions are documented accurately and overseeing bank deposits.

Ensure that opening & closing procedures are accurately performed each day and that reconciliation activity is reported daily to the CSC Manager.

Preparing a facility for daily operations and securing facility at the end of the day.

Ensuring agents understand and comply with all program objectives, performance standards (KPIs), and policies including SOPs and policies related to safeguarding of funds and assets.

Identifying operational issues and suggesting possible improvements.

Handling escalated interactions and assisting customers as needed.

Constructive participation in the creation of organizational policies and operating procedures.

Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

Preparing reports and analyzing data to assist management as they determine program goals.

Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Additional duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

Requirements :

High school diploma or equivalent; bachelor's degree is preferred.

Proven call center, customer service, or similar supervisory experience. A minimum of 1-3 years in customer service, preferably in call center experience.

Proficiency with technology, especially computers, software applications, and phone systems. Working knowledge of MS Office.

Exceptional verbal and written communication skills. Proficient in English; Bilingual (Spanish) will be a definite plus.

Ability to coach, train, and motivate employees and knowledge of performance evaluation procedures.

Excellent problem solving, leadership, and customer service skills.

Analytical, efficient, and thorough.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Sit for long periods of time.

Use their hands to handle, control, or feel objects, tools, or controls.

Repeat the same movements.

Speak clearly so listeners can understand.

Understand the speech of another person.

Specific vision abilities required by the job include close vision, and the ability to adjust focus.

The noise level in the work environment is usually minimal.