Customer Service Supervisor

Customer Service Supervisor — Job Description

Key Responsibilities

• Lead, coach, and schedule a team of customer service representatives; run regular 1:1s and team meetings.
• Monitor service channels (phone, email, chat, social) and ensure SLAs are met.
• Handle escalated customer issues and complex cases; ensure timely resolution and follow-up.
• Train new hires and develop ongoing training programs, knowledge base articles, and SOPs.
• Track team performance metrics (AHT, FCR, CSAT, NPS, SLA compliance) and report to management.
• Implement quality assurance programs: call/chat reviews, feedback, and action plans.
• Manage workforce planning and scheduling to meet volume and staffing needs.
• Collaborate with product, sales, and operations to communicate customer feedback and drive improvements.
• Manage shift handovers, overtime approvals, and attendance issues; enforce policies and disciplinary actions when needed.
• Support process improvements, automation initiatives, and adoption of CRM/case management tools.
• Participate in hiring, performance reviews, and career development planning for the team.
• Ensure compliance with data protection, company policies, and industry regulations.
• Required skills & experience
• 2–5 years customer service experience with 1+ years in a supervisory or team lead role.
• Strong leadership, coaching, and conflict‑resolution skills.
• Excellent verbal and written communication and customer empathy.
• Experience with CRM and support tools (Zendesk, Salesforce Service Cloud, Freshdesk) and MS Excel.
• Ability to analyze metrics and translate into actionable improvements.
• Strong organizational skills and ability to manage shifting priorities.
• Comfortable working in a fast‑paced environment and handling escalations.

Job Types: Full-time, Permanent