Are you ready to take your career to the next level? If so, and you have customer service experience and skills, working as a supervisor could be ideal. This role gives you the chance to help lead a customer service team and tackle challenging issues.
You usually need to have a certain amount of customer service experience to be considered for this role. In addition to an understanding of the overall process, you also need to have strong leadership and personal skills.
So, let’s find out more about this role, including looking at a typical day for a customer service supervisor!
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Customer Service Supervisor Job Description
This job description for this type of role should begin by providing an overview of the company. This is likely to include information about the products and services that the company offers. There should also be information about the working environment, working hours, company culture, and the base salary.
The job description should provide details of the typical duties that go with this role. There should also be information about the education, experience, and skills that applicants need to have. It is important to read the job description carefully and make sure the role matches your skills and experience.
The Working Conditions
This job usually takes place in a call center or office environment, and most employees work forty hours a week. However, it is often necessary to work a range of different shift patterns to meet the needs of clients. This can include weekends, public holidays, and evenings.
The working environment can often be fast-paced and stressful. It may be necessary to manage a team of around twenty people or even more. It is essential to be able to remain calm under pressure and be able to manage stress effectively.
Duties And Responsibilities
When applying for a new job, it is important to reflect on the key duties in your resume. This will help the hiring manager to understand that you have the necessary experience to take on the role. Here are the main duties and responsibilities you can highlight in your resume and cover letter.
Hiring new employees
When positions become available on the customer service team, you will be involved in the hiring process. This includes helping to filter resumes and interviewing candidates. Your opinion is also likely to be asked when the final candidates are selected.
Training
Once new employees start work, you will be responsible for training them. You need to be able to quickly assess the knowledge and skill of employees and help fill in the gaps. You will also provide additional ongoing training and coaching when certain employees need it.
Directing quality assurance
It is important to make sure that all customers receive a first-rate service at all times. To do this, you need to analyze certain information. Highlighting this duty on your resume shows hiring managers that you have specialist experience.
Agent support
When agents are having trouble with a call for any reason, you need to provide them with extra support. This can include providing instruction on how to deal with a particular customer or situation. This support helps elevate agent morale and performance rates.
Agent monitoring
You need to closely monitor the performance of agents to make sure they are working well. This includes making sure they arrive at work on time and only take breaks at the specified times. If agents are performing below par, you may need to recommend them for coaching sessions.
Identifying Issues
One of the most important tasks of this role is identifying issues with agents and reporting on them. You need to work with agents to determine their future goals and create strategies. If certain agents are not performing well, you need to be ready and willing to take the appropriate action.
Other duties and responsibilities include:
- Resolving customer complaints.
- Determining work schedules and targets.
- Performing annual reviews.
- Developing standard procedures and policies.
- Discuss improvement ideas with managers.
Customer Service Supervisor Job Description – Skills And Attributes
When scanning your application, the hiring manager needs to know you have the skills to do the job. Customer service supervisors need to have a wide range of skills to do the job well. Here are some of the main skills and attributes you can highlight in your cover letter and resume objective.
Leadership skills
You need to be comfortable setting targets and delegating tasks to different agents. Part of being a good leader is also knowing how to motivate team members so that they work harder. When applying for a supervisor role, it is important to highlight your strong leadership skills and prepare examples.
Management and supervisory skills
In addition to leading the team, you need to be able to manage them effectively. This includes closely monitoring their work and identifying areas for improvement. You need to determine the types of action to take when necessary to ensure optimum customer satisfaction.
Verbal and written communication skills
When training new employees, you need to be able to explain their duties clearly and in detail. You will also be charged with writing regular reports for management and company shareholders. Therefore, strong verbal and written skills are important attributes to highlight on your resume.
Understanding customer service principles and procedures
You need to have detailed knowledge of the procedures and principles that go with this job. This will allow you to explain them to new employees more clearly. Emphasizing this skill on your resume shows hiring managers that you have the necessary skills and experience.
Attention to detail
This is a good skill to highlight whenever you are working with important information. Even the smallest details can make a big difference when it comes to business. Being able to pick up on small incorrect details in scripts can save companies a lot of money and potential issues.
Tech support
Technology plays a key role in monitoring employee performance and communicating with customers. You need to have a detailed understanding of the technology that customer service employees use. This will help you to train them more effectively and provide additional support when needed.
Relationship building
You need to create a supportive and nurturing working environment for your team members. This helps to ensure that they look forward to going to work and performing at the optimum level. Creating strong bonds within your team drives performance and leads to higher employee retention rates.
Organizational skills
You need to be very organized to do this job well. It is necessary to keep careful records of employee performance and make sure records are complete and separate. You also need to be able to plan employee schedules, set targets, and organize training programs.
Approachability
When your team members have problems, they need to feel that they can come to you. It is important to be approachable while also acting like a leader. This can be a fine line that it is important to maintain at all times.
Problem-solving skills
When issues occur in the customer service center, you need to be able to solve them quickly and smoothly. This can involve identifying potential issues and developing ways to resolve them. You need to weigh the pros and cons of different solutions and choose the most effective solution.
Decision making
Part of being a leader is being able to make tough decisions. When employees are not performing well, you need to be able to decide what to do about it. In some cases, this may be providing additional training. When disciplinary action needs to be taken, this decision is likely to fall to you.
Multi-tasking
You are sure to have a large number of tasks to complete within a single shift. This can range from training new employees to writing reports and monitoring calls. You need to be able to prioritize tasks so that everything is completed before the end of your shift.
Education And Experience
It is usually necessary to hold at least a high school diploma or GED to work as a customer service representative. To advance to the supervisor role, most employers request at least five years of experience. You will also need to demonstrate strong customer service skills and product knowledge.
Gaining special certification will help you to advance on your career path more quickly. This will also allow you to secure a higher salary when you take on this role. However, most companies provide special training when you start work.
Customer Satisfaction Guaranteed!
There is always room for improvement when dealing with clients, so check out the Powerful Phrases for Effective Customer Service, the Customer Service Training 101, and Surviving Customer Service: Avoid Burnout, Develop Valuable Career Skills, as well as Customer Service Skills for Success, to stay on top of your game!
But wait, there’s more! I also highly recommend reading Customer Service & Its Significance: Learn And Grow and the interactive the ManageFirst: Customer Service w/ Answer Sheet, or perhaps you’ve decided to work for Amazon, where you’ll need to read up on the Amazon’s Customer Service Experience all available online in 2023.
If you do find yourself supervising a call center team, make sure they read Mastering the Irate Caller and the excellent, Call Centers For Dummies, along with Contact Center Management on Fast Forward, The Call Center Handbook, or Advice from a Call Center Geek, and finally, the Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization.
Customer Service Supervisor Job Description – Final Thoughts
If you are ready to take your career to the next level, the role of customer service supervisor could be ideal.
When creating your resume, it is important to make sure you emphasize your strong leadership skills. Provide details of the experience you have gained that is directly related to the role.
The average salary for a customer service supervisor is around $55,000 per year. It also comes with an attractive benefits package that includes healthcare insurance and paid time off. If you excel in this role, you could gain access to an upper-level managerial role and a significant pay rise.
All the very best working as a Customer Service Supervisor!
