Remote Customer Service Supervisor

Summary

Join TechFlow as an experienced Customer Service Supervisor to support a high profile government contract for our Platform Services team. This hands-on role will focus on managing customer service representatives and operations coordinators in a fully remote position.

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

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

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