We are seeking a CSR Supervisor to lead and support a team of Customer Service Representatives in a fast-paced call center. This role ensures high-quality customer service, team productivity, and compliance with performance metrics while handling escalations and optimizing daily operations.
Key Responsibilities:
Supervise, train, and mentor CSR team members.
Monitor performance metrics and ensure service-level targets are met.
Handle escalated customer inquiries and resolve issues efficiently.
Maintain compliance with company policies and payment security (PCI).
Assist with scheduling, reporting, and process improvements
Qualifications:
Education: High school diploma or GED required; associate’s or bachelor’s degree preferred.
Experience: 3+ years in a call center environment, including 1-2 years in a supervisory role.
Skills: Strong leadership, conflict resolution, and customer service skills. Proficiency in CRM, Microsoft Office, and call center systems.
EOE/DIS/VET