Supervisor - Customer Service

Requirements

1. Minimum 12+ years of experience in Customer Service, Contact Center Operations, Credit Operations, Collections, Accounts Receivable, Billing Support, or related functions.

2. Minimum 4+ years of experience in a Supervisory or People Leadership role managing customer service operations.

3. Proven track record of leading high-performing teams and driving operational excellence in a customer facing environment.

4. Strong understanding of contact center operations, workforce management, service delivery, quality assurance, and customer experience management.

5. Demonstrated experience managing KPIs, including Service Levels, AHT, FRT, CSAT, NPS, Quality, Productivity, Attrition, and Schedule Adherence.

6. Excellent leadership, coaching, mentoring, and employee development skills.

7. Strong analytical, problem-solving, and decision-making abilities with expertise in root cause analysis and performance improvement.

8. Experience managing customer escalations and complex operational issues.

9. Strong stakeholder management skills with the ability to collaborate effectively across Operations, Quality, Training, Workforce Management, and Business teams.

10. Advanced proficiency in Microsoft Excel, Outlook, Word, PowerPoint, and reporting tools.

11. Excellent verbal and written communication skills with the ability to present business updates to senior leadership.

12. Experience driving process improvements, change management, and operational excellence initiatives.

13. Strong knowledge of compliance standards, risk management, and customer service best practices.

14. Ability to manage multiple priorities and deliver results in a fast-paced environment.

15. Willingness to work from the office 5 days a week and support US business hours 24/7.

Key Responsibilities

1. Lead and manage Customer Service operations, ensuring achievement of operational, quality, productivity, and customer satisfaction goals.

2. Supervise, coach, and develop team leaders and customer service representatives to maximize performance and engagement.

3. Drive accountability for key performance indicators including Service Levels, Quality, CSAT, NPS, Productivity, Shrinkage, Attrition, and Schedule Adherence.

4. Manage daily operations, workforce utilization, queue management, and service delivery across all support channels.

5. Handle high-level customer escalations and ensure timely resolution of complex customer issues.

6. Analyse operational performance, identify trends, conduct root cause analysis, and implement corrective action plans.

7. Lead continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality.

8. Partner with cross-functional stakeholders to support strategic business objectives and operational priorities.

9. Monitor compliance with company policies, regulatory requirements, client standards, and operational procedures.

10. Review performance reports, operational dashboards, and business metrics to drive informed decision making.

11. Conduct performance reviews, succession planning, employee development, and talent management activities.

12. Support workforce planning, capacity management, resource allocation, and budgetary objectives.

13. Communicate operational performance, business risks, and strategic updates to senior leadership and stakeholders.

14. Foster a culture of accountability, collaboration, innovation, and customer-centricity.

15. Lead special projects, change initiatives, and business transformation efforts while ensuring successful execution and measurable results.