Customer Support Supervisor

🏢Position Overview

My client is hiring a Customer Support Supervisor in Charlotte, NC, to lead and develop a team of customer service representatives within a high-volume contact center environment. This person will oversee daily operations, monitor team performance, coach employees, handle escalated customer concerns, and ensure service levels and customer satisfaction goals are consistently met. The role also focuses on identifying process improvements, analyzing performance metrics, and working cross-functionally with internal teams to ensure efficient customer support and a positive customer experience.

✅Key Responsibilities

• ✅Lead, coach, and develop a team of customer support representatives in a high-volume, omnichannel contact center environment.
• ✅Monitor daily team performance, including service levels, productivity, quality, customer satisfaction, and revenue goals.
• ✅Conduct regular performance reviews, provide real-time coaching, and implement employee development plans.
• ✅Oversee customer inquiries, service requests, escalations, and issue resolution across phone, email, chat, and other communication channels.
• ✅Monitor contact center workflows and adjust staffing and priorities to maintain service levels during peak periods.
• ✅Partner with internal departments to resolve customer concerns, support account needs, and ensure effective service delivery.
• ✅Assist with hiring, onboarding, and training new team members.
• ✅Analyze performance metrics, identify areas for improvement, and implement process improvements.
• ✅Communicate policy, process, and technology updates while ensuring team adoption.
• ✅Promote effective use of CRM systems, reporting tools, automation, and emerging technologies.

🎓Qualifications

• 🔹Bachelor's degree preferred; equivalent industry experience of 3+ years considered.
• 🔹2+ years of supervisory or leadership experience in customer service, inside sales, or contact center operations.
• 🔹Experience managing an in-office customer support team preferred.
• 🔹Demonstrated ability to coach, motivate, and develop employees.
• 🔹Experience managing performance against measurable goals, service levels, and quality standards.
• 🔹Strong communication, leadership, organizational, and problem-solving skills.
• 🔹Ability to analyze performance data and identify oppo…