Customer Service Supervisor
Customer Service Supervisor
Posted on :
30-07-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
30-07-2025
Job Description
ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market specializing in revenue and services management solutions for the transportation industry. Our customer operations data analytics and full-featured single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary we are committed to technical innovation and to promoting a positive mobility experience for all.
We are pioneers in the transportation transaction and mobility industry with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas Texas and maintains offices across the United States France India and Ireland. We are part of the global network of VINCI Concessions an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.
We serve enterprises that require high-volume real-time transaction processing with the highest levels of accuracy especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a one account feature that supports multimodal transportation a rapidly changing environment ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies reduce operating expenses and maximize revenue all while providing exceptional customer service.
Learn more:
ABOUT VINCI HIGHWAYS
VINCI Highways a VINCI Concessions subsidiary is a leader in road concessions operations and mobility services. We design finance build and operate highways bridges tunnels urban roads and mobility services on a network of more than 3360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.
More information:
PROFILE: Customer Service Supervisor
JOB LOCATION: Anaheim CA
JOB RESPONSIBILITIES:
Under the direction of the Customer Service Manager the Customer Service Supervisor will supervise Customer Service Team Leads and the department. They are responsible for the day-to-day supervision of the Call Center and will collaborate with leadership to guide and support departmental addition this position is responsible for managing the departments attendance tracker productivity reports and incentive programs along with assisting in the recruitment hiring development and retention of staff.
The Customer Supervisor is directly responsible for instilling a can do and customer-focused attitude in every employee thus creating a culture that is characterized by Commitment Accountability Respect Excellence and Empowerment.
Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.
People Management
Provide day-to-day supervision of assigned direct reports and call center. This includes but is not limited to observing daily interactions of their team; ensuring leaders are effectively overseeing their teams meeting job expectations and completing work promptly.
Motivate coach develop and support direct reports
Proactively monitor team results daily and analyze areas of improvement for immediate coaching
Conduct documented weekly & monthly 1:1s and daily hands-on support
Track goals and standards of performance of Team Leads and their direct reports
Manage staff relations including performance management and employee satisfaction
Ensure administrative bookkeeping and reports are accurate and up to date; create and maintain files on each employees performance as they relate to attendance productivity quality monitoring CSAT FCR and documented notes and/or write-ups about employee interactions/disciplinary discussions
Conduct disciplinary actions including terminations
Consistently review reports to recognize success and coach for improvements
Monitors tracks and enforces departmental policies and procedures to meet performance measures criteria
Facilitate the communication of new information to all direct reports and staff on a timely basis ensuring understanding and consistency of handling by all assigned CSRs
Assist customers with special problems by performing detail-oriented account research handling supervisor calls and correspondence
Quality Assurance
Partner with Quality Assurance Manager and QA/Training Lead to ensure expectations are aligned
Responsible for meeting Department Quality Assurance First Call Resolution and CSAT monthly KPI expectations
Responsible for tracking team results about QA FCR and CSAT reports to ensure daily weekly and monthly expectations are being met and call monitors are being completed on time and if not implement action plans for improvements.
Randomly audit 1 call monitor per rep on the direct reports team by month-end to ensure guideline adherence call integrity minimizing errors and that phone etiquette is being met. If not ensure the Team Lead is providing coaching and action plans for improvements.
Work closely with the QA/Training Lead to ensure training needs within the call center are being implemented.
Attend mandatory QA calibrations and assist in the development and implementation of quality improvement programs to increase First Call Resolution and Customer Satisfaction drive productivity and improve service levels.
Operations
Update and create standard operating procedures
Develop and identify best practices/innovations
Studies and standardizes procedures to improve the efficiency of employees
Identify problems with office and back-office
Manage Attendance Tracker Timecards and Payroll coordination
Responsible for personnel administration such as staff recruitment scheduling directing work assignments annual performance appraisals incentive programs and employee corrective actions
Responsible for ordering office supplies and creating and submitting POs
Manage monthly incentive program and the update and approval of the Incentive Program
Responsible for updating daily Productivity reports and ensuring immediate and monthly coaching sessions are implemented to address deficiencies. At month-end if expectations are not met responsible for supervising and ensuring action plans and/or disciplinary action are administered promptly.
Responsible for managing month-end scorecards for all employees.
Workforce Management
Assist with maintaining service level requirements by ViaPlus objectives and KPIs
Monitor and manage real-time stats and partner with leaders to implement actions as needed and on time
Supervise direct reports to ensure schedule adherence for CSRs are being maintained and coached accordingly
Regularly walk the call center floor to and provide support to team leads and staff
OTHER DUTIES AND RESPONSIBILITES
Assist the Customer Service Manager as required
Is back up for Customer Service Manager
Meet all Supervisor expectations and deadlines
Act as a team player and role model for all employees
Model expectations of punctuality and attendance
Interact with third-party vendors as processes require
Ensure overall client satisfaction and respond to client for requests to support business reviews and proposals
Present information professionally and error-free
Handles escalated calls when complex customer issues cannot be solved by Customer Service Supervisor
QUALIFICATIONS:
Ability to handle confidential information and work on special project assignments as needed.
Leadership skills: Inspire Motivate and Lead the customer service team
Long-sightedness: ability to think strategically and identify success factors
Ability to express thoughts clearly and concisely
Problem-solving skills
Be able to advocate for changes in the department at a top level.
Excellent customer service interpersonal and phone etiquette skills.
Excellent verbal and written communication skills.
Excellent attendance and punctuality.
Working knowledge of MS Office programs (Word Excel Outlook and PowerPoint).
Ability to multi-task and work under deadlines.
Ability to work independently on assigned tasks as well as to accept direction on given assignments.
Ability to interact and communicate with individuals at all levels of the organization.
Maintain a professional appearance and demeanor.
EDUCATION & EXPERIENCE:
High school diploma or GED.
Three (3) to five (5) years of call Center Supervisory experience
Experience with multi-channel customer contact center and systems
SUPERVISORY RESPONSIBILITIES
This position has supervisory responsibilities. People management: They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities by taking responsibility for the development and training of their team members.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job the employee is regularly required to use hands and reach with hands and arms hear and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand sit stoop kneel crouch and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market specializing in revenue and services management solutions for the transportation industry. Our customer operations data analytics and full-featured single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary we are committed to technical innovation and to promoting a positive mobility experience for all.
We are pioneers in the transportation transaction and mobility industry with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas Texas and maintains offices across the United States France India and Ireland. We are part of the global network of VINCI Concessions an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.
We serve enterprises that require high-volume real-time transaction processing with the highest levels of accuracy especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a one account feature that supports multimodal transportation a rapidly changing environment ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies reduce operating expenses and maximize revenue all while providing exceptional customer service.
Learn more:
ABOUT VINCI HIGHWAYS
VINCI Highways a VINCI Concessions subsidiary is a leader in road concessions operations and mobility services. We design finance build and operate highways bridges tunnels urban roads and mobility services on a network of more than 3360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.
More information:
PROFILE: Customer Service Supervisor
JOB LOCATION: Anaheim CA
JOB RESPONSIBILITIES:
Under the direction of the Customer Service Manager the Customer Service Supervisor will supervise Customer Service Team Leads and the department. They are responsible for the day-to-day supervision of the Call Center and will collaborate with leadership to guide and support departmental addition this position is responsible for managing the departments attendance tracker productivity reports and incentive programs along with assisting in the recruitment hiring development and retention of staff.
The Customer Supervisor is directly responsible for instilling a can do and customer-focused attitude in every employee thus creating a culture that is characterized by Commitment Accountability Respect Excellence and Empowerment.
Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.
People Management
Provide day-to-day supervision of assigned direct reports and call center. This includes but is not limited to observing daily interactions of their team; ensuring leaders are effectively overseeing their teams meeting job expectations and completing work promptly.
Motivate coach develop and support direct reports
Proactively monitor team results daily and analyze areas of improvement for immediate coaching
Conduct documented weekly & monthly 1:1s and daily hands-on support
Track goals and standards of performance of Team Leads and their direct reports
Manage staff relations including performance management and employee satisfaction
Ensure administrative bookkeeping and reports are accurate and up to date; create and maintain files on each employees performance as they relate to attendance productivity quality monitoring CSAT FCR and documented notes and/or write-ups about employee interactions/disciplinary discussions
Conduct disciplinary actions including terminations
Consistently review reports to recognize success and coach for improvements
Monitors tracks and enforces departmental policies and procedures to meet performance measures criteria
Facilitate the communication of new information to all direct reports and staff on a timely basis ensuring understanding and consistency of handling by all assigned CSRs
Assist customers with special problems by performing detail-oriented account research handling supervisor calls and correspondence
Quality Assurance
Partner with Quality Assurance Manager and QA/Training Lead to ensure expectations are aligned
Responsible for meeting Department Quality Assurance First Call Resolution and CSAT monthly KPI expectations
Responsible for tracking team results about QA FCR and CSAT reports to ensure daily weekly and monthly expectations are being met and call monitors are being completed on time and if not implement action plans for improvements.
Randomly audit 1 call monitor per rep on the direct reports team by month-end to ensure guideline adherence call integrity minimizing errors and that phone etiquette is being met. If not ensure the Team Lead is providing coaching and action plans for improvements.
Work closely with the QA/Training Lead to ensure training needs within the call center are being implemented.
Attend mandatory QA calibrations and assist in the development and implementation of quality improvement programs to increase First Call Resolution and Customer Satisfaction drive productivity and improve service levels.
Operations
Update and create standard operating procedures
Develop and identify best practices/innovations
Studies and standardizes procedures to improve the efficiency of employees
Identify problems with office and back-office
Manage Attendance Tracker Timecards and Payroll coordination
Responsible for personnel administration such as staff recruitment scheduling directing work assignments annual performance appraisals incentive programs and employee corrective actions
Responsible for ordering office supplies and creating and submitting POs
Manage monthly incentive program and the update and approval of the Incentive Program
Responsible for updating daily Productivity reports and ensuring immediate and monthly coaching sessions are implemented to address deficiencies. At month-end if expectations are not met responsible for supervising and ensuring action plans and/or disciplinary action are administered promptly.
Responsible for managing month-end scorecards for all employees.
Workforce Management
Assist with maintaining service level requirements by ViaPlus objectives and KPIs
Monitor and manage real-time stats and partner with leaders to implement actions as needed and on time
Supervise direct reports to ensure schedule adherence for CSRs are being maintained and coached accordingly
Regularly walk the call center floor to and provide support to team leads and staff
OTHER DUTIES AND RESPONSIBILITES
Assist the Customer Service Manager as required
Is back up for Customer Service Manager
Meet all Supervisor expectations and deadlines
Act as a team player and role model for all employees
Model expectations of punctuality and attendance
Interact with third-party vendors as processes require
Ensure overall client satisfaction and respond to client for requests to support business reviews and proposals
Present information professionally and error-free
Handles escalated calls when complex customer issues cannot be solved by Customer Service Supervisor
QUALIFICATIONS:
Ability to handle confidential information and work on special project assignments as needed.
Leadership skills: Inspire Motivate and Lead the customer service team
Long-sightedness: ability to think strategically and identify success factors
Ability to express thoughts clearly and concisely
Problem-solving skills
Be able to advocate for changes in the department at a top level.
Excellent customer service interpersonal and phone etiquette skills.
Excellent verbal and written communication skills.
Excellent attendance and punctuality.
Working knowledge of MS Office programs (Word Excel Outlook and PowerPoint).
Ability to multi-task and work under deadlines.
Ability to work independently on assigned tasks as well as to accept direction on given assignments.
Ability to interact and communicate with individuals at all levels of the organization.
Maintain a professional appearance and demeanor.
EDUCATION & EXPERIENCE:
High school diploma or GED.
Three (3) to five (5) years of call Center Supervisory experience
Experience with multi-channel customer contact center and systems
SUPERVISORY RESPONSIBILITIES
This position has supervisory responsibilities. People management: They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities by taking responsibility for the development and training of their team members.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job the employee is regularly required to use hands and reach with hands and arms hear and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand sit stoop kneel crouch and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
