Title:  Customer Service Supervisor

Title: Customer Service Supervisor

Department: Customer Service
Reports to: Assistant Lab Manager
Status: Exempt
Location: Beitler McKee, Pittsburgh, PA
Hours: 8 AM - 5 PM

Position Purpose

The Customer Service Supervisor is responsible for planning, coordinating and supervising all administrative, operative and employee functions within an assigned area to ensure an efficient and cost-effective area in accordance with departmental and corporate standards and objectives.

Primary Responsibilities

  • Supervise, coordinate, direct and monitor staff activities to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
  • Forecast accurate and timely call volumes and staffing projections utilizing multiple data including ACD, historical data, Marketing Department, seasonal information, etc.
  • Analyze call patterns to improve call and staff projections. Correlate these patterns to key volumes, marketing plans, and customer service issues to develop a better model.
  • Prioritize and assign work to employees and initiate corrective measures to resolve problems including scheduling or adjusting overtime requirements as necessary.
  • Select, train, develop, appraise and counsel support staff personnel.
  • Interface with diverse levels of internal and external personnel to develop and maintain effective rapport and resolve issues and inquiries.
  • Monitor and analyze proficiency and quality efforts of subordinate personnel.
  • Administer and adhere to corporate and departmental policies, practices and procedures.
  • Implement new or improved systems which will enhance or expedite work.
  • Provide continuous and ongoing training and reinforcement of skills for customer service representatives regarding new products, product line enhancements, changes in policies and procedures, etc.

Education and Qualifications

  • 5 years of experience in a customer service environment; manufacturing industry preferred
  • 3 years management or supervisory work experience
  • Strong understanding of call center automation and systems technology
  • Strong and effective verbal and written communication skills
  • Strong organizational, planning and analytical skills
  • Proficiency with Microsoft Office programs including Word, Excel and PowerPoint
  • Demonstrated experience working in an E-Commerce environment preferred
  • A minimum of an associate degree required, or equivalent work experience

Nearest Major Market: Pittsburgh