Service Supervisor

Service Supervisor
Monitoring Team Performance & Escalation Management

Are you a highly motivated and experienced professional with a passion for leading teams and ensuring exceptional customer service? We are currently seeking a Service Supervisor to join our dynamic team and oversee the monitoring team’s performance and handle escalations effectively.

Responsibilities:
•Manage and supervise a team of monitoring agents, providing guidance, coaching, and support to ensure optimum performance and adherence to company policies and procedures.
•Monitor and analyze team performance metrics, identifying areas for improvement and implementing strategies to enhance productivity and efficiency.
•Handle customer escalations promptly and professionally, resolving issues to ensure customer satisfaction and retention.
•Collaborate closely with other departments, such as Customer Support and Operations, to streamline processes and ensure seamless service delivery.
•Generate reports and provide regular updates to upper management on team performance, escalations, and customer feedback.

Requirements:
•Proven experience in a supervisory or leadership role, preferably in a customer service or contact center environment.
•Strong communication and interpersonal skills, with the ability to effectively engage and motivate team members.
•Exceptional problem-solving and conflict resolution abilities, with a focus on delivering positive outcomes for customers and the business.
•Sound knowledge of customer service principles and practices, combined with a customer-centric mindset.
•Proficient in using customer relationship management (CRM) software and other relevant tools to track and manage team performance.
•Ability to work well under pressure, prioritize tasks, and meet deadlines in a fast-paced, dynamic environment.
•Flexibility to work shifts, including evenings and after hours as needed

How to Apply:
If you are a dedicated professional who thrives in a challenging yet rewarding environment, we invite you to submit your resume and a cover letter highlighting your relevant experience and qualifications.
Please email your application to Click to view or fill out this form (Click to view/forms/d4ed15c65c238bb3d0b2075f227b823c?r=use1) to apply online.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.