Customer Service Supervisor – Inbound Call Center

About the role

The Supervisor leads a team of Customer Service Agents in an inbound call‑center environment, ensuring high‑quality service and meeting performance targets.

Key responsibilities

• Assign work, monitor attendance, and manage daily operations of a non‑exempt team.
• Conduct performance appraisals, provide coaching, and deliver regular feedback based on productivity statistics.
• Resolve escalated customer issues and ensure training needs of agents are met.
• Hold regular team meetings, communicate process changes, and administer recognition programs.

Required profile

• Strong leadership with negotiation, teamwork, motivation and staff development abilities.
• Excellent problem‑solving, judgment and innovation skills.
• Professional demeanor, strong written and oral communication, and ability to work under pressure.

Required skills

• Advanced user‑level knowledge of computer operating systems.
• Proficiency with Microsoft Word and Excel.