USSI Global provides field maintenance and system integration for multiple technology markets including commercial communication systems, government weather & consumer sites, digital media and broadcast host locations. With over 300 service locations throughout the United States, others in Canada, Mexico, U.K., the Caribbean Islands, and 140 other countries, we are positioned to handle national and global requirements. For more information visit us at .
- ONLY Local Candidates will be considered
Job Title : Customer Service Supervisor
Location : Melbourne, FL (Onsite, not remote)
Shift : Mon to Fri from 9 : 00a to 6 : 00p
Pay : $60,000 to $65,000
Required :
Previous Supervisory experienceAbility to work at the Melbourne, FL facility on a daily basisMinimum of 4 years customer service experiencePreferred :
Previous Supervisory experience in a call center or similar type environmentStrong computer skillsOverview
The Customer Service Supervisor manages and oversees the daily operations of their assigned team, ensuring representatives meet performance targets and provide excellent customer service. This includes monitoring calls, providing feedback, coaching agents, and handling escalated customer inquiries. They also play a key role in hiring, training, and scheduling staff, as well as analyzing performance data and implementing strategies for improvement.
Key responsibilities include :
Supervising daily operations of assigned team : Ensuring the team runs smoothly and efficiently, monitoring call volumes, and managing staffing levels to meet demand.Monitoring and evaluating agent performance : Assessing call quality, providing feedback, and coaching agents to improve their skills and performance.Handling escalated customer issues : Resolving complex or challenging customer problems and complaints that agents cannot handle.Ensuring compliance : Making sure agents adhere to company policies, procedures, and industry regulations.Training and development : Identifying training needs, developing and delivering training programs, and providing ongoing coaching to support agent development.Performance management : Setting performance goals, tracking progress, and conducting performance reviews.Reporting and analysis : Preparing reports on key performance indicators (KPIs) such as call volume, average handle time, and customer satisfaction.Collaboration and communication : Working with other departments and management to address customer issues and improve overall performance.Recruiting and onboarding : Participating in the hiring process and onboarding new team members.Developing and implementing strategies : Contributing to the development and implementation of strategies to improve efficiency, customer satisfaction, and overall performance