As a CSR Supervisor, you will oversee a team of customer service representatives (CSRs) to ensure that they provide exceptional service to customers. You will be responsible for monitoring and evaluating the performance of the CSR team, identifying areas for improvement, and developing training programs to enhance their skills. Additionally, you will be the first point of contact for escalated customer issues and will be responsible for resolving complex issues.

Key Responsibilities:

• Supervise a team of CSRs, providing guidance, coaching, and feedback to ensure that they meet or exceed performance metrics, including customer satisfaction, call quality, and productivity.
• Develop and maintain training programs for the CSR team to enhance their skills and knowledge, including product knowledge, customer service skills, and communication skills.
• Monitor and evaluate the performance of the CSR team, identifying areas for improvement and implementing corrective action plans as needed.
• Handle complex customer issues that are escalated by the CSR team, ensuring that they are resolved in a timely and satisfactory manner.
• Collaborate with other departments, including sales, marketing, and operations, to ensure that the CSR team has the necessary resources and support to meet customer needs.
• Analyze customer data and feedback to identify trends and make recommendations for improvements to the customer experience.
• Maintain accurate records and reports on the performance of the CSR team, including call volume, response time, and customer satisfaction.
• Provide regular feedback to management on the performance of the CSR team, including recommendations for improvements to policies, procedures, and training programs.