Customer Service Supervisor
Location: Owings Mills, MD
Type: Full Time

Job Summary: Primarily responsible for managing day-to-day planning, implementation and problem-solving to ensure Service Coordinators and Supply Specialists achieve their daily goals in order entry and customer service.  Ensures customers’ experience is professional, efficient, and meets quality standards.  Supports team production by performing Service Coordinator or Supply Specialist activities as required.

Essential Functions:

  • Coordinates the daily activities and functions of inbound Contact Center Specialists by assigning and follow-up task and proper delegation to ensuring efficiency
  • Contributes to hiring, trains, and prepares call center staff to respond to customer requests, concerns, and troubleshooting problems with service calls or supply orders
  • Organizes workflow and ensures that employees understand their duties and delegated tasks,
  • Supports goals for performance and deadlines in ways that comply with Centric plans and vision
  • Monitors calls received by staff and evaluates service quality according to established departmental standards (measurements and frequency)
  • Identifies individual shortcomings of team members and helps them through customized coaching; reporting team development and activities to manager
  • Provides counseling, training, motivation, and discipline
  • Contributes to the performance evaluation process
  • Works with Sr. Manager to implement coaching, training, and incentive programs to ensure maximum performance, service levels, and appropriate results are being achieved
  • Uses Contact Center technology (telephone system, workforce management and ERP) to optimize productivity, efficiency and quality
  • Attends scheduled training programs
  • Prepares reports, as assigned
  • Partners with Service leadership to problem solve and manage issues
  • Submits ideas to increase productivity of his/her team
  • Assists/Creates Standard Operating Procedures and Detailed Work Instructions for Leadership approval
  • Participates in projects and initiatives and contributes input
  • Promotes teamwork within the Contact Center
  • In Manager’s absence, attends meetings and handles other designated duties as requested
  • Performs ad hoc request as directed by management

Core Competencies:

  • Customer Service: Demonstrates concern and ability for meeting customers’ (external and internal) needs using available resources
  • Impact and Influence: Works effectively with and through others including those whom there is no formal authority over
  • Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, shares information and ideas with others, has good active listening skills.
  • Mentor: Champions the “Centric Way” core values and behaviors

Required Qualifications: (Knowledge, Skills, Abilities)

  • Demonstrated strong leadership, motivational skills and interpersonal skills
  • Excellent written and verbal communication skills
  • Strong decision-making and analytical skill, quick learner with strong systems aptitude
  • Professionalism in appearance and demeanor
  • Empathy and Compassion
  • Ability to delegate
  • Flexibility and Openness
  • Passion for the Centric
  • Able to see the “Big” picture of an organizational strategy
  • Must be flexible to working extended hours and skeleton crew needs as required.
  • Confidence and positivity

Required Education and Experience:

  • College degree preferred/Equivalent Experience
  • 5- 10 years of related experience in Customer Service and Contact Center
  • 2+years supervisory experience in customer service, call center, or related environment
  • Track record that demonstrates success and work stability

Submit your application