Customer Support Supervisor

Preferred Qualifications & Experience

• Education: Bachelor’s degree or Diploma
  
• Previous experience in a call-center or high-volume customer support role supporting customers across global regions.
  
• Prior experience as customer support supervisor or similar supervisory position for a minimum of 3 years; previous call-center experience preferred.
  

• Provide guidance and direction to team members, including setting performance standards and monitoring agent, team, and department-level KPIs.
  
• Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.
  
• Evaluate team member performance, provide remedial coaching as needed, and recommend personnel actions in line with company policies.
  
• Monitor team time management, mood, and morale to ensure a positive work environment.
  
• Identify opportunities to update or improve customer service procedures and make recommendations to management.
  
• Coordinate meetings and agendas with managers and other departments to address obstacles, resource needs, or service issues.
  
• Ensure team members have the information and tools needed to participate effectively in discussions and implement policies.
  
• Handle escalated calls or emails, resolve disputes, and collaborate with other departments when required.
  
• Perform other duties as assigned to support the success of the customer support team.