Customer Service Supervisor

Supervisor, Customer Service

Call Center Team Overview

The Aspira Customer Service Center operates 24/7/365, providing inbound and outbound support for customer inquiries, reservations, purchases, and more, while adhering to company policies and contractual obligations.

Position Purpose and Impact

The Aspira Supervisor, Customer Service oversees the daily operations of the customer service team, ensuring exceptional service delivery and performance. This role includes managing staff, handling escalated issues, optimizing workflows, and supporting cross-department collaboration. The supervisor is responsible for tracking key performance indicators (KPIs), managing staffing levels, and ensuring compliance with company processes and policies.

Supervisor, Customer Service Responsibilities

• Lead daily Call Center operations to meet or exceed goals, KPIs, and client satisfaction standards.
• Supervise and support customer service staff, including performance management, coaching, and scheduling.
• Monitor KPIs to optimize performance, manage call volume, and adjust workflows as needed.
• Handle escalated customer issues and maintain service quality.
• Provide phone support when necessary and maintain coaching proficiency.
• Manage staffing levels, including PTO requests and overtime, ensuring adequate coverage.
• Analyze historical data to identify performance improvement opportunities.
• Support department Standard Operating Procedures and ensure effective communication of changes.
• Maintain active communication with management regarding operational issues and concerns.
• Foster a positive team culture that reflects Aspira's values of teamwork, accountability, and professionalism.
• Ensure compliance with privacy, confidentiality, and regulatory standards.
• Motivate and support agents through regular feedback and communication to enhance team morale and performance.
• Improve the quality of results by recommending process changes or improvements based on performance analysis.
• Monitor and manage timecards and attendance, ensuring accurate reporting of hours worked and addressing any discrepancies or irregularities.
• Enforce department attendance policies to maintain consistent staffing levels and productivity.
• A flexible schedule is required, including evening or weekend hours, and remaining available as support for business escalations or error resolution

Desired Qualifications

• Strong leadership and customer service skills.
• Professional and calm demeanor, with excellent listening and problem-solving abilities.
• Ability to manage workload effectively, both independently and as part of a team.
• Excellent communication skills, both verbal and written.
• Demonstrated experience in resolving customer issues and fostering a positive environment for both customers and staff.
• Attention to detail and commitment to delivering high-quality service.
• Ownership of tasks and accountability for outcomes.

Desired Education and Experience

• Associate's degree in business or related field preferred.
• 1+ years of Supervisor, Customer Service experience, managing teams of 10-20 staff.
• 2+ years in a team lead or senior representative role, with experience in performance management and KPI oversight.
• 4+ years of inbound/outbound Call Center experience, ideally in hospitality or the travel/reservation industry.

Desired Hardware and Software Competency

• Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Familiarity with Call Center software such as Amazon Connect and Verint is a plus.
• General internet and technology competency.