Customer Service Center Supervisor
Role Overview
The Customer Service Center (CSC) Supervisor plays a key role in the day-to-day operations of the Customer Service Center by overseeing a team of Customer Service Representatives (CSRs - specifically call receivers and application verifiers.). The Supervisor ensures that appropriate staff coverage is maintained, customer service standards are met, and operational goals are achieved. This role involves managing escalated customer issues, offering timely resolutions, and providing ongoing support to the team. The Supervisor is also responsible for monitoring team performance, delivering constructive feedback, and assisting with coaching and development efforts to ensure optimal team performance. The Supervisor also oversees Clipper START eligibility verification and customer support operations, ensuring that application processing, applicant communications, documentation, quality controls, and program reporting comply with approved procedures, contractual requirements, privacy standards, and established performance measures.
Full Job Posting
QUALIFICATIONS
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Knowledge of eligibility-verification, application-processing, or document-review operations and the ability to interpret and consistently apply program criteria.
- Experience supervising work performed in a CRM or case-management system; Salesforce experience is preferred.
- Ability to analyze application-processing, customer-contact, quality, service-level, and fulfillment performance data and to conduct quality reviews of applicant documentation, eligibility decisions, correspondence, customer contacts, and CRM records.
- Demonstrated ability to protect confidential information, reinforce proper handling of personally identifiable information, and use approved language-service resources to support customers with limited English proficiency.
- Ability to manage competing phone, email, voicemail, application-processing, materials-fulfillment, and administrative workloads within established service timelines.
- Supervisory experience identifying performance gaps, completing root-cause reviews, implementing corrective actions, and coordinating effectively with internal departments, clients, contractors, and external fulfillment partners.
- Ability to analyze and interpret moderately complex operational data using workforce management and reporting tools.
- Ability to collaborate with peers and other teams to achieve performance goals and objectives and to communicate effectively with all levels of management and company personnel.
- Proficient computer skills, including Microsoft Word, Excel, and PowerPoint; experience with Visio, Access, or other Microsoft Office products is a plus.
- Ability to prioritize and organize work in a multitasked, fast-paced, and dynamic environment and to make sound decisions under pressure.
- Ability to maintain the highest level of confidentiality and professionalism.
- Knowledge of order processing and fulfillment; experience managing within a transportation environment is preferred.
- Excellent oral and written communication skills, including the ability to summarize analytical results and present them to senior leadership.
- PHYSICAL DEMANDS
- Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to adhere to attendance requirements.
- Primarily sedentary physical work requires the ability to lift a maximum of 45 pounds.
- Must be able to lift, carry, walk, and stand.
- Vision for reading, recording, and interpreting information.
- Frequent speech communication, hearing and listening to maintain communication.
- Daily use of computer and keyboard, standard office equipment and telephone.
- Ability to access, input, and retrieve information from the computer.
- Frequent hand/eye coordination to operate computer keyboard and office equipment.
- The noise level in the work environment is quiet to moderate.
- SUPERVISORY RESPONSIBLITIES
- This position will have supervisory responsibility over customer service representatives. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
- High School Diploma or General Education (GED)
- Some college classes or college degree
- One (1) year or more of customer service experience required
- WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
- California: $29.72/hr – $42.46/hr
- WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and may offer additional benefits and compensation, depending on circumstances and the type of work being performed not related to an applicant’s sex or other status protected by local, state, and/or federal law.
EDUCATION AND/OR EXPERIENCE
- One (1) year Lead or Supervisor experience preferred
- Knowledge of Salesforce is a plus
- Bilingual in Spanish is a plus
- Bilingual in Tagalog is a plus
- Bilingual in Mandarin/Cantonese is a plus
- WSP Benefits:
- Expected Compensation:
- #LI-MC1
Preferred Qualifications
- Experience supervising work performed in a CRM or case-management system; Salesforce experience is preferred.
- Proficient computer skills, including Microsoft Word, Excel, and PowerPoint; experience with Visio, Access, or other Microsoft Office products is a plus.
- Knowledge of order processing and fulfillment; experience managing within a transportation environment is preferred.
- One (1) year Lead or Supervisor experience preferred
- Knowledge of Salesforce is a plus
- Bilingual in Spanish is a plus
- Bilingual in Tagalog is a plus
- Bilingual in Mandarin/Cantonese is a plus
About WSP
WSP is a global professional services firm headquartered in Montréal, providing engineering, advisory, and science-based expertise. It serves clients across transportation and infrastructure, property and buildings, earth and environment, energy, water, and other sectors.
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