Customer Support Supervisor

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The Support and Follow-up Supervisor is a mid-career role that serves as a pivotal link between the customer service team and management, tasked with ensuring the seamless execution of customer support processes and upholding the highest standards of service quality. This role requires a Bachelor's degree in Business Administration or a related field and a minimum of one year of experience in team management. The Supervisor will oversee a team of five employees, fostering an environment of continuous improvement where team members are empowered, engaged, and committed to providing exceptional customer experiences. Key activities include developing and implementing training programs, resolving complex client issues, analyzing performance data to drive service improvements, and communicating effectively with stakeholders to align team efforts with organizational objectives. By cultivating a customer-centric culture, the Support and Follow-up Supervisor strives to meet and exceed performance targets while maintaining a motivated and skilled team.

Job Requirements:

• A Bachelor's degree in Business Administration or related fields.
• A minimum of one year of experience in team management or supervision, preferably in a customer service or technical support environment.
• Proven experience in conflict resolution and problem-solving, specifically in high-pressure situations.
• Strong analytical skills with the ability to interpret performance metrics and develop actionable insights.
• Excellent verbal and written communication skills, showcasing the ability to liaise with internal and external stakeholders effectively.
• Demonstrated ability to lead and motivate a team, fostering a positive and productive work environment.
• Experience with training and developing team members to achieve performance excellence.

Job Responsibilities:

• Lead the day-to-day operations of the customer service team, ensuring adherence to performance metrics and best practices for customer satisfaction.
• Develop and implement comprehensive training programs focused on enhancing team skills and customer service techniques.
• Oversee the resolution of complex customer inquiries and issues, employing effective problem-solving strategies.
• Analyze team performance metrics regularly to identify areas for improvement and implement appropriate action plans.
• Foster open communication within the team and with other departments to facilitate collaboration and enhance service delivery.
• Prepare and present regular performance reports to the Operations Manager, highlighting progress towards goals and key challenges.
• Promote a culture of continuous improvement by encouraging team members to contribute ideas and facilitate brainstorming sessions for optimizations.
• Mentor and coach team members on best practices, providing constructive feedback to enhance individual and team performance.

Required Skills:

• Strong leadership and team management capabilities, with a focus on driving employee engagement and motivation.
• Exceptional interpersonal skills, enabling effective communication with diverse groups of people.
• High proficiency in problem resolution techniques, with the aptitude to think critically and innovate under pressure.
• Strong organizational skills, with the ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Familiarity with customer relationship management (CRM) software and other technical support tools.
• Ability to adapt to changing situations and requirements, demonstrating resilience and flexibility.
• Commitment to excellence and a customer-centric approach in all aspects of service delivery.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, Management, and Administrative
• Industries: Human Resources Services, Telecommunications, and Telephone Call Centers