Customer Service Supervisor

Job Description/Specification:

A Customer Service Supervisor leads a team of representatives to deliver excellent customer support, improve service quality, and meet operational KPIs while coaching staff and handling escalations.

Key responsibilities

• Supervise daily activities of customer service team (inbound/outbound/email/chat), including scheduling, shift coverage, and workload distribution.
• Monitor team performance against KPIs (CSAT, AHT, FCR, SLA adherence, resolution rate) and take corrective actions.
• Coach, mentor, and develop agents through 1:1s, training sessions, call reviews, and performance improvement plans.
• Handle complex or escalated customer issues, ensuring timely, satisfactory resolution and proper documentation.
• Maintain and improve customer service processes, scripts, and knowledge base content.
• Conduct quality assurance evaluations and provide structured feedback to agents.
• Collaborate with cross-functional teams (sales, product, operations, logistics) to resolve systemic issues and communicate product/service updates.
• Manage workforce planning, forecasting, and reporting to ensure service levels are met.
• Support hiring, onboarding, and induction of new team members; participate in interviews.
• Maintain compliance with company policies, data protection, and regulatory requirements.
• Prepare regular reports for management on team performance, trends, and customer feedback.

Required skills & qualifications

• High school diploma; Bachelor’s in Business, Communications, or related field preferred.
• 2–5+ years in customer service with at least 1–2 years in a supervisory or team‑lead role.
• Strong leadership, coaching, and people‑management skills.
• Excellent verbal and written communication skills and customer‑centric mindset.
• Experience with CRM systems (e.g., Zendesk, Salesforce Service Cloud), contact centre platforms, and workforce management tools.
• Familiarity with quality assurance processes and performance metrics (CSAT, NPS, AHT, FCR).
• Problem‑solving skills, ability to handle stress, and sound judgment in escalation scenarios.
• Basic reporting and Excel skills; comfort with dashboards and KPI tracking.
• Flexibility to work shifts, weekends, or extended hours if required.

Nice-to-have

• Experience in B2B/B2C contact centres, multilingual support, or specific industry knowledge (retail, telecoms, finance).
• Certification in coaching, customer experience, or contact centre management.
• Knowledge of process improvement methodologies (Lean, Six Sigma).