Customer Service Center (CSC) Supervisor

Job Description

JOB SUMMARY

The Customer Service Center (CSC) Supervisor is assigned defined responsibilities by the Customer Service Center Operations Manager to oversee a team of Customer Service Representatives (CSR) and Leads and ensure appropriate staff coverage. This position will handle escalated customer issues and provide operational support. The Supervisor will provide performance monitoring and feedback for review and coaching with the team members.

DUTIES AND RESPONSIBILITIES include some or all the following. Manager may assign other duties as needed.

1. Supervise, coordinate and schedule the activities of customer service representatives and leads.
2. Prepare and provide customer service performance statistics, monitor customer service attendance, provide career path progress, provide career development for staff, and provide remedial training.
3. Responsible for implementing directives of CSC Operations Manager regarding the achievement of key performance indicators (KPI).
4. Resolve customer disputes with upset/escalated customers. Answer questions and recommend corrective services to address customer complaints and research possible resolutions and/or redirect issues when appropriate.
5. Process quality checks on daily work for Customer Service Representatives and provide immediate coaching, refresher training, and feedback on processes.
6. Review productivity metrics to identify anomalies and trends, and proactively address relevant issues.
7. Monitor phone activity in the system to ensure proper handling and adherence to policies and procedures.
8. Provide employee development, through constructive feedback, coaching, training/developing, and applying mentorship techniques.
9. Provide employee development where needed to ensure all staff are meeting all minimum performance requirements. Deliver corrective action and/or disciplinary measures when needed to staff. Monitor and provide constant feedback on career path development for staff.
10. Perform various projects as assigned by the CSC Operations Manager such as end of day procedures, inventory, audits, service recovery, email statements, and miscellaneous reporting.
11. Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine the best course of action to fill resource needs/maintain service levels.
12. Provide real-time status anomalies to operations.
13. Track, report, and call out real-time adherence issues.
14. Provide shift reports to management with the service level and abandon rate explanations for any day where KPIs are missed.
15. Build strong interpersonal relationships with internal clients.
16. Work independently as well as in a team environment.
17. Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats.
18. Recommend system improvements by studying current practices and system functions.
19. Troubleshoot and document operational, process, and system defects.
20. Manage timely flow of business intelligence information to users.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

1. Ability to analyze and interpret moderately complex data using workforce management software.
2. Ability to work with peers and other teams to achieve performance goals and objectives.
3. Proficient personal computer skills including Microsoft Office.
4. Ability to communicate effectively with all levels of management and company personnel.
5. Ability to prioritize and organize work in a multitasked environment.
6. Ability to make decisions and solve problems under pressure.
7. Ability to perform in a fast-paced and dynamic work environment.
8. Ability to maintain the highest level of confidentiality and professionalism.
9. Excellent oral/written communication skills are required, including demonstrated ability to package analytical results into an executive summary and present them to senior leadership.
10. Experience with MS Word, Excel, and PowerPoint required; experience with other MS Office products such as Visio and Access a plus.

PHYSICAL DEMANDS

1. Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
2. Ability to adhere to attendance requirements.
3. Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
4. Must be able to lift, carry, walk, and stand.
5. Vision for reading, recording, and interpreting information.
6. Frequent speech communication, hearing and listening to maintain communication.
7. Daily use of computer and keyboard, standard office equipment and telephone.
8. Ability to access, input, and retrieve information from the computer.
9. Frequent hand/eye coordination to operate computer keyboard and office equipment.
10. Noise level in the work environment is quiet to moderate.

SUPERVISORY RESPONSIBILITIES

This position will have supervisory responsibility over customer service representatives and leads. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

Education And/Or Experience

1. High School Diploma or general education degree (GED).
2. Some college classes preferred.
3. Two (2) years customer service experience required.
4. Six (6) months Lead or Supervisor experience preferred.
5. Bilingual Spanish is a plus.
6. Bilingual Vietnamese is a plus.

WSP Benefits

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation

Expected Salary (all locations): $64,700-97,900K.

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

About WSP

ABOUT US

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.