About this opportunity

Perennial Resources International lists this Customer Service Supervisor opportunity in brentwood, New York. Review the employer’s description below for duties, qualifications and application requirements.

Job description

Full-time

Edgewood, NY

Summary: Directs and coordinates customer service activities. The individual will need to have the ability to perform the following duties personally and through subordinates.

Essential duties and responsibilities:

* Monitors productivity of customer service representatives and generates reports using our Contact Center Software

* Reviews Call Data to monitor the length of time customers remain on hold.

* Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.

* Answers questions and recommends corrective services to address customer complaints or needs,

* Compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.

* Determines work procedures, prepares work schedules, and expedites workflow.

* Studies and standardizes procedures to improve efficiency of subordinates.

* Maintains harmony among workers and resolves grievances.

* Perform day to day call center agent functions.

Supervisory Responsibilities:

* Manages a team of non-supervisory employees.

* Is responsible for the overall direction, coordination, and evaluation of the department.

* Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

* Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.