Contact Center Supervisor

Job Summary

A company is looking for a Contact Center CS Resolutions Supervisor to lead and support their team in managing customer engagements and escalated issues.

Key Responsibilities

• Oversee customer reviews and manage escalated customer issues to ensure timely resolutions
• Mentor and develop Customer Success Agents while monitoring performance metrics
• Analyze trends to identify process improvements and ensure quality assurance standards are met

Required Qualifications

• Proven leadership experience in a contact center or customer success role
• Experience with handling high-level customer escalations and service recovery
• Ability to analyze customer trends and drive process improvements
• Familiarity with customer service platforms and CRMs (e.g., Zendesk, Salesforce)
• Ability to thrive in a fast-paced, high-volume environment