Customer Resolution Supervisor

Responsibilities:

• Guide and direct customer service team towards achieving operational goals.
• Ensure that the customer service team has excellent communication, problem-solving and professional skills for achieving customer satisfaction.
• Ensure that customer complaints are resolved professionally.
• Provide supervision and technical assistance to the customer service team to attain departmental and organizational goals.
• Hire and train customer service staff to deliver high-class customer service.
• Determine work procedures, work schedules, and workflow for customer service staff.
• Perform annual reviews, appraisals, and performance management reviews for the customer service staff.
• Ensure that customer calls are handled and answered in a timely and accurate fashion.
• Develop standard procedures and policies for improving the service provided to customers.
• Conduct meetings with Managers to discuss process improvements and issues.
• Maintain in-depth working knowledge of the company’s brands, systems, and processes.
• Monitor business and process metrics to measure and manage customer service effectiveness.