Customer Success Supervisor (External Contract)

Customer Service Supervisor is responsible for leading and managing a team of customer service representatives to provide excellent customer service. The job profile may include the following duties:

Manage a team of customer service representatives: A Customer Service Supervisor is responsible for managing and leading a team of customer service representatives to ensure that they provide excellent customer service.
Provide coaching and training: A Customer Service Supervisor should provide coaching and training to customer service representatives to help them improve their skills and knowledge. This includes providing regular feedback on performance, identifying areas for improvement, and developing training plans.
Develop and implement customer service strategies: A Customer Service Supervisor should develop and implement customer service strategies to ensure that the team meets the organization's goals and objectives.
Monitor customer service metrics: A Customer Service Supervisor should monitor customer service metrics, such as response time and customer satisfaction, to identify areas for improvement and develop strategies to improve performance.
Resolve customer issues: A Customer Service Supervisor should be able to resolve complex customer issues that customer service representatives are not able to resolve on their own.
Collaborate with other departments: A Customer Service Supervisor should collaborate with other departments, such as sales and marketing, to identify opportunities to improve customer service and develop strategies to improve customer satisfaction.
Hire and train new customer service representatives: A Customer Service Supervisor should hire and train new customer service representatives to ensure that they are equipped with the skills and knowledge to provide excellent customer service.
Knowledge:

Knowledge of customer service principles: A Customer Service Supervisor should have a strong understanding of customer service principles, such as responsiveness, empathy, and problem-solving.
Understanding of call center operations: A Customer Service Supervisor should have a good understanding of call center operations, such as call routing, IVR, and workforce management.
Knowledge of training and coaching techniques: A Customer Service Supervisor should have knowledge of training and coaching techniques and be able to develop and deliver effective training programs.
Understanding of customer service metrics: A Customer Service Supervisor should have a good understanding of customer service metrics and be able to monitor them to identify areas for improvement.
Knowledge of customer service software: A Customer Service Supervisor should have knowledge of customer service software, such as CRM and helpdesk software, to manage customer interactions effectively.
Skills/Physical Competencies:

Leadership skills: A Customer Service Supervisor should have excellent leadership skills to manage and motivate a team of customer service representatives.
Communication skills: A Customer Service Supervisor should have excellent communication skills, both verbal and written, to provide feedback, coaching, and training to customer service representatives.
Analytical thinking: A Customer Service Supervisor should be able to analyze customer service data and identify patterns and trends to make recommendations for improvement.
Problem-solving skills: A Customer Service Supervisor should have strong problem-solving skills to resolve complex customer issues and develop effective customer service strategies.
Customer-focused mindset: A Customer Service Supervisor should have a customer-focused mindset and be able to evaluate customer service interactions from the perspective of the customer.
Time management skills: A Customer Service Supervisor should have excellent time management skills to manage their own tasks and the tasks of their team effectively.
Proficiency in computer skills: A Customer Service Supervisor should be proficient in using computer software, such as CRM and helpdesk software, to manage customer interactions effectively.
Ability to work in a fast-paced environment: A Customer Service Supervisor should be able to work in a fast-paced environment and handle multiple tasks simultaneously.