What are the responsibilities and job description for the Customer Service Supervisor-Remote Operations position at Verida Inc?
***This position will have onsite duties leading a remote team****
SUMMARY
The Customer Service Supervisor – Remote Operations is responsible for the overall leadership, performance, and operational execution of Verida's remote Customer Service team. This position directly oversees remote Team Leads and Customer Service Representatives, ensuring service excellence, contractual compliance, employee development, and achievement of key operational objectives.
The Supervisor serves as the primary operational leader for the remote environment, driving accountability, coaching effectiveness, employee engagement, and performance results. This role works closely with Workforce Management, Quality Assurance, Training, and Operations Leadership to ensure the remote operation consistently delivers exceptional member service while meeting company and client expectations.
ESSENTIAL FUNCTIONS:
• Directly supervise and develop remote Team Leads and Customer Service Representatives.
• Conduct weekly one-on-one meetings with Team Leads to review performance, coaching effectiveness, operational challenges, and development opportunities.
• Lead, coach, and mentor employees to achieve departmental, contractual, and organizational goals.
• Monitor and manage employee performance, including quality, productivity, attendance, schedule adherence, customer experience, and other operational metrics.
• Ensure compliance with company policies, procedures, contractual obligations, and departmental expectations.
• Conduct performance reviews, coaching sessions, corrective actions, and other employee-related discussions and documentation.
• Partner with Workforce Management to ensure staffing plans effectively support service level and operational goals.
• Facilitate team meetings, leadership huddles, and communication sessions to ensure alignment with departmental priorities and initiatives.
REQUIRED SKILLS:
• Strong leadership, coaching, and employee development skills.
• Ability to effectively lead and manage remote employees and leaders
• Strong understanding of call center operations, performance metrics, and customer service best practices.
• Excellent verbal, written, interpersonal, and presentation skills.
• Strong conflict resolution, problem-solving, and decision-making abilities.
• Ability to analyze operational data and identify trends affecting performance
.• Exceptional organizational, time management, and prioritization skills.
• Ability to manage multiple priorities in a fast-paced environment. • Strong computer proficiency, including Microsoft Office applications and call center technologies.
• Ability to maintain confidentiality and exercise sound judgment when handling employee and operational matters.
• Ability to build strong working relationships across departments and leadership levels.
QUALIFICATIONS:
• Associate degree or equivalent combination of education and experience required; Bachelor's degree preferred.
• Minimum of two (2) years of supervisory or leadership experience in a call center, customer service, healthcare, transportation, or related operational environment.
• Minimum of three (3) years of customer service or call center experience.
• Experience leading remote employees and/or remote operations preferred.
• Demonstrated experience coaching, developing, and managing employee performance.
• Strong understanding of workforce management principles, quality standards, and operational performance metrics.
• Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.