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Customer Service Supervisor

Contemporary Staffing Solutions Fishers ,IN
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Seeking multiple Customer Service Supervisors for a great financial company in Fishers, IN!

These are DIRECT HIRE positions with full-time hours. Must be flexible to work 1pm-10pm shift! '

Customer Service Supervisor Responsibilities:

  • Responsible for CSR staff selection including interviewing prospective staff and making hiring decisions
  • Onboards and trains new and existing staff.
  • Supervises a staff of 12 to 15 Inbound/Outbound Call Center CSRs
  • Possesses the knowledge of and has mastered all facets of the job duties of the CSR I, II & III positons.
  • Has the customer service skill knowledge to effectively handle escalated customer calls
  • Insures reporting staff meets and maintains individual performance standards for productivity and quality
  • Maintains an in-depth working knowledge of ICBM:
    • Accessing and creating different workgroup views
    • Managing CSR statuses and time in those statuses
    • Working knowledge of dialer functionality
    • Understands workgroups and skills
    • Proficient at call routing and how to make basics changes in Interaction Admin
    • Able to run agent activity reports in ICBM and other productivity reports within ICBM
    • Stays up-to-date on HR policy and practices and is able to properly handle disciplinary actions, when and if necessary within all HR guidelines
    • Oversees and approves CSR schedules and PTO requests in UltiPro
  • Conducts reporting staff performance reviews, formally two times per year, and monthly for individual CSR performance feedback.
  • Monitors reporting staff call quality through scheduled call recording review and side by side sessions with reporting staff.

Customer Service Supervisor Requirements:

  • Bachelor’s Degree from a Four (4) year College or University; or six (6) to eight (8) years related experience and/or training; or equivalent combination of education and experience
  • Three 3) to five (5) years of supervisory experience in an inside sales/service environment preferred
  • Three to five (5) years of line management and telephone service management experience preferred including 3 to 5 years call/contact center, inbound/outbound telephone sales and service experience.
  • Experienced in Call/Contact Center methodologies, metrics, measurements, performance benchmarks, standards of performance, etc.
  • Knowledge of Call/Contact Center technologies preferred.
Company Description
CSS is a National Staffing and Recruitment provider specializing in niche recruitment, placing professional talent in Accounting and Finance, Human Resources, Sales and Marketing, Call Center and Office, and Technical positions. At CSS, we consistently strive to meet the needs of our clients and candidates by understanding their expectations to produce the perfect match! We focus on the business growth plan, company culture, and the skill set of the candidate to make a highly effective match.

Contemporary Staffing Solutions

Why Work Here?

Full benefits package, career growth opportunities, 401K plan, paid holidays/vacation/PTO, Nutrition Programs and More!

CSS is a National Staffing and Recruitment provider specializing in niche recruitment, placing professional talent in Accounting and Finance, Human Resources, Sales and Marketing, Call Center and Office, and Technical positions. At CSS, we consistently strive to meet the needs of our clients and candidates by understanding their expectations to produce the perfect match! We focus on the business growth plan, company culture, and the skill set of the candidate to make a highly effective match.

Address

Fishers, IN
USA

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