What are the responsibilities and job description for the Customer Service Supervisor position at Fairway All Brands Page?
Description:
Job Summary:
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.
Key Responsibilities:
- Supervise, mentor, and lead a team of call center representatives to achieve performance targets and service level agreements (SLAs).
- Monitor and evaluate daily call volume, quality, and team productivity using key performance indicators (KPIs).
- Provide regular coaching, feedback, and training to improve individual and team performance.
- Handle complex or escalated customer issues professionally and promptly.
- Develop and implement strategies to improve customer satisfaction and operational efficiency.
- Schedule and coordinate shift coverage to ensure adequate staffing levels.
- Collaborate with other departments to resolve customer issues and streamline processes.
- Prepare and present performance reports and recommend improvement plans to senior leadership.
- Ensure team compliance with company policies, procedures, and industry regulations.
- Collaborate with branch leadership to ensure alignment and process improvements.
- Partner with front line to identify call trends.
- Peer to peer collaboration.
- Administrative tasks
- Payroll
- Attendance
- Scheduling
- HR partnership
- Recruiting/Interviewing
- Call log management
- Fosters an environment that includes accountability, teamwork, and continuous learning.