Job Description

JOB TITLE : CUSTOMER SUPPORT SUPERVISOR LOCATION: STERLING VA

THE ROLE

• The Customer Support Supervisor will support the agent workforce by providing guidance to coordinators and team leads, assist with escalations, communicate with teams, provide coaching to improve and optimize performance, and monitor customer contact quality. They will measure and evaluate KPIs and processes and provide feedback to improve service level agreements. The supervisor will also work closely with the operations team, including the direct manager and senior leaders, to ensure errors and issues are reported and prioritized. They will also assist in hiring, onboarding, and training team members, devise ways to optimize procedures and keep staff motivated, and deliver outstanding quality service to customers through omnichannel communication.

RESPONSIBILITIES

• Oversee and supervise a team of agents, including coaching, motivating, rewarding, and assisting team
• Be accountable for fulfilling service-level agreements and other performance expectations 
• Supervise and monitor agent attendance, performance, and productivity
• Provide technical and procedural guidance based on established practices
• Strategize and prioritize customer incidents and communicate trends to key internal stakeholders via formalized reporting
• Act as point of contact when leadership is unavailable, including collaboration with internal stakeholders
• Provide support in troubleshooting advanced customer escalations
• Help create guidelines and best practices for responding to customers
• Assist with employee training in the operation of equipment and in established processes
• Review agents’ customer interactions, identifying coaching opportunities for development and improvement
• Provide coaching and support to team members in alignment with the manager’s expectations and direction
• Participate in and facilitate special projects

REQUIREMENTS

• Bachelor’s degree or equivalent
• Minimum two years customer service supervisory experience
• Experience working with Roku, Tizen, Amazon Fire TV, Android, and Apple products
• Proficient with Microsoft Excel and other data visualization tools
• Experience with Zendesk preferred
• Ability to redirect and coach for improvement, gauge user ability and modify delivery accordingly
• Demonstrated professional customer service skills: solutions mindset, helping to nurture a passion for customer service
• Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
• Innovative thinking and excellent internal and external communication and presentation skills, both written and verbal
• Strong interpersonal skills with the ability to work in a team environment and manage at all levels of a matrix organization
• Track record of strong leadership with core competencies in project management, attention to detail, managing a diverse workload under tight deadlines
• High level of initiative with the ability to self-direct workflow
• Must have the legal right to work in the U.S.

Company Description

RGBSI, a leader in the staffing industry, is dedicated to providing the highest quality of services to our clients and employees. We are proud to be the primary staffing partner to top companies in the automotive, aerospace, IT, media & entertainment, sports, energy, and finance industries. As a result of our clients' continued growth, we are looking for energetic, personable professionals to partner with these leading US companies.