Customer Service Supervisor

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    "city": "Little Rock",
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    "html_title": "Fairway All Brands Page - Customer Service Supervisor",
    "description_html": "<p><strong>Job Summary:</strong></p><p>A customer service supervisor will lead and support a team of customer service representatives in delivering exceptional service. In this role, you will oversee daily operations, coach and develop team members, manage performance metrics, and ensure high-quality interactions with customers. The ideal candidate is a strong leader with a customer-first mindset, excellent communication skills, and the ability to thrive in a fast-paced call center environment.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Supervise, mentor, and lead a team of call center representatives to achieve performance targets and service level agreements (SLAs).</li><li>Monitor and evaluate daily call volume, quality, and team productivity using key performance indicators (KPIs).</li><li>Provide regular coaching, feedback, and training to improve individual and team performance.</li><li>Handle complex or escalated customer issues professionally and promptly.</li><li>Develop and implement strategies to improve customer satisfaction and operational efficiency.</li><li>Schedule and coordinate shift coverage to ensure adequate staffing levels.</li><li>Collaborate with other departments to resolve customer issues and streamline processes.</li><li>Prepare and present performance reports and recommend improvement plans to senior leadership.</li><li>Ensure team compliance with company policies, procedures, and industry regulations.</li><li>Collaborate with branch leadership to ensure alignment and process improvements.</li><li>Partner with front line to identify call trends.</li><li>Peer to peer collaboration.</li><li>Administrative tasks&nbsp;    <ul>      <li>Payroll</li>      <li>Attendance</li>      <li>Scheduling</li>      <li>HR partnership</li>      <li>Recruiting/Interviewing</li>      <li>Call log management</li>    </ul></li><li>Fosters an environment that includes accountability, teamwork, and continuous learning.</li></ul>",
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      "description": "<p>Description</p><p><strong>Job Summary:</strong></p><p>A customer service supervisor will lead and support a team of customer service representatives in delivering exceptional service. In this role, you will oversee daily operations, coach and develop team members, manage performance metrics, and ensure high-quality interactions with customers. The ideal candidate is a strong leader with a customer-first mindset, excellent communication skills, and the ability to thrive in a fast-paced call center environment.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Supervise, mentor, and lead a team of call center representatives to achieve performance targets and service level agreements (SLAs).</li><li>Monitor and evaluate daily call volume, quality, and team productivity using key performance indicators (KPIs).</li><li>Provide regular coaching, feedback, and training to improve individual and team performance.</li><li>Handle complex or escalated customer issues professionally and promptly.</li><li>Develop and implement strategies to improve customer satisfaction and operational efficiency.</li><li>Schedule and coordinate shift coverage to ensure adequate staffing levels.</li><li>Collaborate with other departments to resolve customer issues and streamline processes.</li><li>Prepare and present performance reports and recommend improvement plans to senior leadership.</li><li>Ensure team compliance with company policies, procedures, and industry regulations.</li><li>Collaborate with branch leadership to ensure alignment and process improvements.</li><li>Partner with front line to identify call trends.</li><li>Peer to peer collaboration.</li><li>Administrative tasks     <ul>      <li>Payroll</li>      <li>Attendance</li>      <li>Scheduling</li>      <li>HR partnership</li>      <li>Recruiting/Interviewing</li>      <li>Call log management</li>    </ul></li><li>Fosters an environment that includes accountability, teamwork, and continuous learning.</li></ul>",
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