Customer Service Supervisor

Customer Service Supervisor

Customer Service Supervisor leads a high-performing, high-volume contact center team to deliver exceptional member service while driving operational efficiency and referral growth. This role ensures service levels, quality standards, and compliance requirements are consistently achieved. Success is measured by team performance, member satisfaction, process improvement, and the ability to develop strong frontline leaders.

Location Fort Worth, TX 76102 | Onsite

COMPENSATION & SCHEDULE
• $55,000–$60,000 annually
• Monday–Friday 8:00 AM–5:00 PM; Saturday 9:00 AM–1:00 PM (flexibility to open or close)
• Direct Hire (W2)

Key Responsibilities
• Hire, train, coach, and develop a team of 15+ call center representatives in a fast-paced contact center environment
• Monitor and manage key performance indicators (KPIs) including service levels, abandonment rates, schedule adherence, interaction quality, referral and sales performance, and new account application accuracy
• Partner with leadership to optimize call center technology systems including Automatic Call Distributor (ACD), workforce management (WFM) tools, service applications, and core banking platforms
• Resolve complex escalated member concerns with professionalism, sound judgment, and a service-first mindset
• Identify workflow improvements, enhance daily operations, and support inbound calls as needed to maintain service levels

Minimum Qualifications
• 3–5 years of supervisory experience in a high-volume call center environment
• 3–5 years of experience leading and developing teams of 15+ representatives
• Proven sales and service management experience within a contact center setting

Core Tools & Systems
• Automatic Call Distributor (ACD) systems
• Workforce management (WFM) platforms
• Core banking systems
• Call monitoring and quality assurance tools
• Member service and account management applications

Preferred Skills
• Bilingual (Spanish/English) preferred
• Strong organizational, time management, and multi-tasking skills
• College degree preferred

Legal Notice
Pre-employment background check and drug screening may be required.

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