What are the responsibilities and job description for the EBO Supervisor position at Meduit?
Customer Service Supervisor – Production
Shift: 11:00 AM – 8:00 PM
Job Summary:
The Customer Service Supervisor – Production is responsible for overseeing daily operations, ensuring team productivity, and maintaining high-quality service standards. This role includes monitoring performance metrics, coaching team members, handling escalations, and enforcing company policies.
Key Responsibilities:
Production & Performance Tracking:
- Monitor daily production metrics, including call volume and system usage, and communicate updates to the team.
- Track and report key performance indicators (KPIs) such as calls handled, system time, and overall team performance.
- Provide daily production updates to the Director/Manager.
Quality Assurance & Coaching:
- Conduct daily call monitoring to assess performance, provide coaching, and identify training opportunities.
- Complete agent coaching and feedback through Verint.
- Offer real-time guidance and de-escalation techniques to assist agents in handling challenging situations.
- Identify and escalate training needs to the Director/Manager.
Team Supervision & Development:
- Ensure all team members have the necessary tools and resources to perform their job functions effectively.
- Track and document agent attendance, breaks, and lunch periods.
- Address disciplinary and coaching matters promptly, documenting and escalating issues as needed.
- Monitor underperforming agents and implement improvement plans, providing weekly updates to the Director/Manager.
Escalations & Customer Support:
- Handle escalated customer calls and support agents throughout the day as needed.
- Serve as a point of escalation for complex account issues that agents are unable to resolve.
Administrative & Operational Duties:
- Conduct interviews for new hires as needed.
- Review and respond to agent emails as required.
- Uphold and enforce company policies and procedures.
- Perform additional duties as assigned by management.
Performance Expectations (KPIs):
- Handle an average of 40 calls per day.
- Maintain an average of 7 hours of system time per day.
- Achieve a Quality Monitoring (QM) score of 89% or higher each month.
- Maintain above-average attendance.
- Provide regular updates on team performance and attendance to leadership.
This role requires a proactive leader with strong communication skills, the ability to manage a high-performing team, and a commitment to delivering exceptional customer service.
