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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and supervisory skills in managing customer service teams, with a focus on improving processes and enhancing customer satisfaction. Proficient in data analysis and performance evaluation to drive operational goals and employee development.
Highest-signal resume keywords
Supervisory SkillsCustomer Service ExperienceData AnalysisProblem-Solving SkillsMS Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ManagementPerformance EvaluationProcess ImprovementData ReportingCall Center OperationsSchedulingTraining and DevelopmentQuality ControlConflict ResolutionMultitasking
Soft Skills
Excellent Verbal CommunicationWritten CommunicationAnalytical SkillsAdaptabilityTeam Collaboration
Tools & Technologies
IEX SchedulingResource Management Tools
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Customer SatisfactionEmployee PerformanceOperational GoalsCall QueuesCustomer Loyalty
About the role
Key responsibilities & impact- Manage the daily operations of the customer service team supporting the Customer Sales Support team
- Develop, implement, and maintain processes, procedures, and programs to improve customer service
- Supervise up to 15 customer service representatives
- Provide day-to-day supervision and technical assistance to customer service staff
- Direct customer service teams toward operational goals
- Organize and schedule resources
- Coach, train, and evaluate employee performance
- Provide input into termination, compensation, and promotion decisions
- Hire and train new or less experienced customer service staff
- Monitor and evaluate customer service performance and quality control
- Compile customer service data into reports and analyze results
- Investigate and research escalated customer service inquiries
- Promote employee behaviors focused on customer satisfaction and loyalty
Requirements
What you’ll need- Must live and work in the US
- High School Diploma or GED (accredited)
- Six years of relevant work experience, including two years in a supervisory role
- Call center or customer service experience
- Supervisory/management skills
- Ability to work in and/or back-up all incoming call queues
- Ability to assist with dispatch when needed
- Ability to cross train and develop CSRs
- Ability to work with the internal Resource Mgmt. team on IEX schedules and forecasting
- Excellent verbal, written and analytical skills
- Typing and computer skills, including MS Office
- Ability to multitask and work under pressure
- Problem-solving and conflict-resolution skills
- Ability to prioritize and plan work activities
- Ability to work independently and as part of a team
- Ability to adapt to frequent changes
- Ability to manage difficult or emotional customer situations
- Accuracy and thoroughness to meet productivity standards
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short Term Disability
- Stock Purchase Plan
- Company match on 401K
- Paid Vacation
- Holidays
- Personal Days