Description
Directly supervise and coordinate the daily work of customer service representatives to deliver accurate, timely support across channels, meet SLAs, and uphold company policies.
- • Handle escalated customer complaints and clarify policies and procedures.
- • Supervise customer service teams to meet quality standards, SLAs, and procedures, correcting errors.
- • Coach agents on complex cases, de-escalation, and dispute resolution.
- • Implement customer service policies, procedures, and service standards with management.
- • Conduct performance discussions and create improvement action plans.
- • Train staff on products, systems, and customer service practices; arrange ongoing training.
- • Evaluate agent performance and compliance; recommend recognition or corrective action.
- • Review CRM dashboards, QA scores, and channel metrics to monitor performance.
- • Recruit, interview, and hire customer service representatives.
- • Communicate work procedures, policy updates, and promotions to staff.
- • Prepare schedules, queue assignments, and breaks aligned to forecasted volume.
- • Maintain records of attendance, performance, training, and equipment.
- • Track and validate productivity metrics, incentives, or commissions.
- • Compile and deliver service reports, SOPs, and customer communications for management.
- • Coordinate with Sales, Operations, Billing, and IT to resolve customer issues and improve processes.
- • Provide budget input for staffing, tools, and training based on volume forecasts.
- • Develop and update knowledge base articles, scripts, and procedures.
- • Recommend staffing adjustments, process improvements, and tool enhancements to management.
- • Partner with Workforce Management and IT to resolve scheduling or system issues.
- • Assist the team by taking calls, chats, or emails during peaks or complex cases.
- • Monitor and order headsets, peripherals, and office supplies for the team.
- • Coordinate workspace setup, access, and equipment for onsite and remote agents.
- • Arrange maintenance or replacement of phones, laptops, or software licenses.
- • Stay current on labor laws, union agreements, and HR policies affecting team operations.
- • Coordinate customer returns, replacements, and service orders with logistics when needed.
- • Configure queue routing and escalation paths to optimize response times and service quality.
- • Ensure compliance with data privacy, security, and industry regulations in customer interactions.
- • Monitor CSAT, NPS, FCR, AHT, and other KPIs; report trends and actions.
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Related Pathways
Management & Entrepreneurship
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Sources & Standards:
This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
