Call Center Supervisor

The Customer Service Team Lead is a senior member of the CSR team responsible for ensuring effective and quality team performance by the CSRs reporting to them and delivering a service that meets or exceeds customer expectations. They are a key interface to the client in the event of dispute or escalation and a point of expertise on our CRM. This role is a first point of entry into a management role in the Customer Service career track.

Responsibilities

Manage and Develop Customer Service Representatives:

• Train develop and manage their respective team and its members.
• Carry out daily performance management of all the CSRs in the team.
• Monitor and ensure that their team is compliant with the guidelines of the Allstar Revenue Ops Call Center.
• Serve as the main point of contact for ensuring CSRs adhere to proper time and attendance and scheduling/overtime regulations and procedures.
• Collaborate with their own and the broader partners to discuss their business on a regular basis including organizing and conducting regular meetings to ensure efficient operations of their team.
• Consistently communicate strategic initiatives of the department to front line CSRs including reasoning and justification for such initiatives

Internal and External Relationship Building

• Play a key relationship building role both as an internal liaison between CSRs and other departments and as a key contact for external customers and vendors in case of any escalation.
• Facilitate any necessary information with their Operations and Site Directors.
• Communicate any process or performance concerns to Project Managers on a timely basis.
• Effectively communicate and collaborate internally with the Brand District Managers and act on feedback accordingly.

Technical Expertise

• Use expertise in the scope of work for clients within their area to ensure their teams understanding of the scope of work.
• Train others on the companys systems and processes.
• Provide Management Information data as

General

• Fosters a positive team environment
• Always acts as a role model for professional behavior and performance
• Ensures confidentiality of internal and external data
• Performs ad-hoc projects and other duties as assigned

Previous experience (> 4 years) in customer service call center environment

Additionally we are seeking someone with the following:

• Previous team leader experience preferable
• People Management Skills
• Proficient in leading a small team on a day-to-day basis within a broader organization
• Computer Skills: Microsoft Office Suite (Outlook Excel Word) required

Benefits & Perks
Allstar Services offers a comprehensive benefits package to support our team members and their families including:

• Medical Dental and Vision insurance

• Paid time off and paid holidays

• Company-provided life insurance

• Voluntary life accident and disability coverage

• Employee assistance program (EAP)

• Opportunities for growth and advancement

• Access to top industry training and resources

Were committed to investing in our people-because when you grow we grow.

Allstar Home Services seeks to safeguard its employees customers and others while conducting company business. Following a conditional offer of employment all applicants who are offered employment with Allstar will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation and motor vehicle report conducted in accordance with Company policies and all applicable laws. Information obtained from a background investigation will be considered for employment purposes as permitted by federal and state law and in accordance with Allstar Services Equal Employment Opportunity Policy.

Required Experience:

Manager