Customer Service Supervisor
Moen
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $88,000 per year
Job Level
Mid-LevelSenior
About the role
- Manager, coach, and inspire a team of frontline customer service associates to achieve performance and quality goals.
- Oversee daily call center operations, including scheduling, workload balancing, and performance tracking.
- Provide guidance and support to your team by answering questions and resolving escalated customer concerns.
- Ensure service standards and procedures are consistently met across all customer interactions.
- Conduct regular one-on-ones, team huddles, and coaching sessions to develop talent and reinforce performance excellence.
- Collaborate with leadership and training teams to enhance efficiency, recognize achievements, and support associate growth.
- Partner cross-functionally with internal departments to resolve issues and improve the end-to-end customer experience.
- Manage daily, weekly, and monthly reporting on key metrics including productivity, error tracking, and KPIs.
- Support system testing, process audits, and rollout of new technologies and workflows.
- Provide backup support to the Customer Service Manager and fulfill ad-hoc requests as needed.
Requirements
- 5+ years of experience in a call center environment, including prior leadership or supervisory experience
- Experience coaching and developing team members, including giving feedback and leading team meetings or training
- Demonstrated written and verbal communication skills with the ability to analyze reports and data to track performance and drive improvements
- Proficiency in Microsoft Office tools, including Excel and PowerPoint
- Experience with contact center systems such as Nice CXone, SAP, Esker, and Webstation
- Comfortable collaborating across teams and managing changing priorities in a dynamic environment.
- Preferred Qualifications Associate’s or Bachelor’s degree.
- Experience working on projects with other teams, such as improving processes or launching new tools.
Benefits
- robust health plans
- market-leading 401(k) program with a company contribution
- product discounts
- flexible time off benefits
- adoption benefits
- comprehensive, competitive benefits that prioritize all aspects of wellbeing
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center operationsperformance trackingcoachingdata analysisreportingprocess auditssystem testingKPI trackingworkload balancingcustomer service
Soft skills
leadershipcommunicationteam developmentproblem-solvingcollaborationadaptabilitycoachingfeedback deliveryinspirationperformance excellence
Certifications
Associate’s degreeBachelor’s degree