Service Specialist Supervisor is responsible for leading and motivating a high-performing customer service team in a call center environment, ensuring service quality, productivity, and adherence to company standards.
An effective supervisor will ensure their team is:
- Meeting individual and team performance goals
- Respectful to co-workers and demonstrating a high level of integrity
- Adhering to company policies and procedures
- Producing accurate and complete work
- Providing a high level of service to all customers
Responsibilities:
- Coach, motivate, and manage a team of direct report service agents
- Monitor calls, call handling statistics, survey scores, QA, and agent productivity
- Effectively manage attendance, absence, and attrition in line with company policies and protocols
- Complete all administrative tasks and recordkeeping within established timelines
- Identify and address performance issues, including the use of performance improvement plans when appropriate
- Conduct team huddles
- Establish and maintain appropriate communication with management, peers, colleagues, and other departments
- Provide coaching and training to support a learning environment and continuous improvement
- Maintain subject matter expertise for the brand. Complete knowledge of product, policies and procedures, and technology
- Take calls as assigned to maintain skills or support during periods of high call volume
Requirements
- Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
- At least 3 years’ experience with 1 year experience in supervisory role
- Strong coaching and team-building skills
- Ability to prioritize tasks and work effectively in a fast-paced, high-growth environment
- Excellent verbal and written communication skills in English
- Strong computer skills, including proficiency in Microsoft Office
- Call center experience within the travel industry is preferred