Customer Service Supervisor

3 days ago

Apply Now

Receive Emails with Similar Jobs

TechFlow, Inc.

WebsiteLinkedInAll Job Openings

Digital Services • Base Operations & Support • Platform Services • Integrated Logistics Support • Predictive Maintenance

201 - 500

Description

TechFlow is immediately hiring an experienced Customer Service Supervisor to support a high profile government contract for our Platform Services team. This hands-on Customer Service Supervisor will focus on managing the 24/7 customer service representatives and operations coordinators. Please note: This is a fully remote position that rotates weekends on-call for escalation with operations coordinators. Key Responsibilities • Provide daily direction and communication to employees and keep the team focused so they perform efficiently • Assist with escalated issues from team as required • Team Scheduling for 24/7/365 coverage • Validate agents are performing work as documented by monitoring KPIs • Complete Quality Assurance checks on tasks performed by team • Provide guidance/re-training when necessary. • Report to upper management performance of CSRs against KPIs/SLAs related to telephone and email communications • Continual evaluation of processes and procedures, combined with the ability to provide training/coaching • Ability to reconcile data between multiple systems using excel • Problem solving and critical thinking skills combined with situational awareness and adaptability in the face of challenging circumstances • Act as backup on tasks for Program Specialist • Approve employee time cards • Complete annual performance reviews and mid-year assessments for employees • Rotating on call for weekends/holidays with Operations Coordinators for escalation with operations coordinators

Requirements

Bachelor's Degree 5+ years’ experience in customer service Experience with ticketing systems and call center telephony equipment Experience responding directly to customer issues and providing excellent customer service, both verbally and in writing Experience supervising remote employees Minimum three years supervising a team Experience with Microsoft Programs Must be able to obtain and maintain Public Trust Clearance

Benefits

Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines) 401k plan with Roth option. Eligibility for an employer match. Immediate vesting Paid time off Holidays – 11 paid holidays per year Comprehensive medical, dental, and vision plans Company-paid Life & AD&D insurance plan Employee Assistance Program Wellness Resources Company-paid training and development program Voluntary benefits include: Life & AD&D Insurance for employee, spouse, and children Short-term and long-term disability (per plan guidelines) Legal Shield and Identity Theft protection plans Pet Insurance