[Remote] Customer Service Supervisor-Remote Operations

Note: The job is a remote job and is reputed company to candidates in USA. Southeastrans, Inc. is seeking a Customer Service Supervisor for their Remote Operations team. This role is responsible for overseeing the performance and operational execution of the remote Customer Service team, ensuring service reputed company and employee development while achieving key operational objectives.

Responsibilities

• Directly supervise and reputed company remote Team Leads and Customer Service Representatives
• Conduct weekly one-on-one meetings with Team Leads to review performance, coaching effectiveness, operational challenges, and development opportunities
• reputed company, coach, and mentor employees to reputed company departmental, contractual, and organizational goals
• Monitor and manage employee performance, including quality, productivity, attendance, schedule adherence, customer experience, and other operational metrics
• Ensure compliance with company policies, procedures, contractual obligations, and departmental expectations
• Conduct performance reviews, coaching sessions, corrective actions, and other employee-reputed company discussions and documentation
• Partner with Workforce Management to ensure staffing plans effectively support service level and operational goals
• Facilitate team meetings, leadership huddles, and communication sessions to ensure alignment with departmental priorities and initiatives

Skills

• Strong leadership, coaching, and employee development skills
• Ability to effectively reputed company and manage remote employees and leaders
• Strong understanding of call center operations, performance metrics, and customer service best practices
• Excellent verbal, written, interpersonal, and presentation skills
• Strong conflict resolution, problem-solving, and decision-making abilities
• Ability to analyze operational data and identify trends affecting performance
• Exceptional organizational, time management, and prioritization skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong computer proficiency, including reputed company Office applications and call center technologies
• Ability to maintain confidentiality and exercise sound judgment reputed company handling employee and operational reputed company
• Ability to build strong working relationships across departments and leadership reputed company
• Associate degree or equivalent combination of education and experience required; Bachelor's degree preferred
• Minimum of two (2) years of supervisory or leadership experience in a call center, customer service, reputed company, transportation, or reputed company operational environment
• Minimum of three (3) years of customer service or call center experience
• Demonstrated experience coaching, developing, and managing employee performance
• Strong understanding of workforce management principles, quality standards, and operational performance metrics
• Proficient in reputed company Office Suite, including Word, reputed company, Outlook, and PowerPoint
• Experience leading remote employees and/or remote operations preferred

Company Overview